Support Analyst

Job Title: Support Analyst

Location: Rocky Mount, NC

We are seeking a Support Analyst to provide technical assistance and support for end-users, ensuring the smooth operation of IT systems, networks, and applications. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and experience in diagnosing and resolving hardware, software, and networking issues.

Key Responsibilities:

• Provide first-level technical support for hardware, software, and network-related issues.
• Respond to user inquiries via phone, email, or ticketing system and resolve issues efficiently.
• Troubleshoot operating systems (Windows, macOS, Linux) and business applications.
• Manage user accounts, permissions, and access controls in Active Directory.
• Support network infrastructure, including routers, switches, firewalls, and VPN connections.
• Monitor system performance and escalate issues to higher-level support when necessary.
• Document technical issues, solutions, and best practices for knowledge base updates.
• Assist with IT asset management, software installations, and system updates.
• Work closely with IT teams to improve system performance and user experience.
• Provide training and guidance to end-users on best practices and IT policies.

Required Qualifications & Skills:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 1-3 years of experience in technical support, help desk, or IT support roles.
• Strong troubleshooting skills in Windows, macOS, and/or Linux environments.
• Knowledge of networking protocols (TCP/IP, DHCP, DNS) and network troubleshooting.
• Familiarity with Active Directory, Office 365, and enterprise applications.
• Experience with ITSM tools like ServiceNow, JIRA, or similar ticketing systems.
• Excellent communication and problem-solving skills.
• Ability to prioritize tasks and manage multiple issues simultaneously.