What are the responsibilities and job description for the IT Support Analyst – Level I position at CSS Tec?
Our client, a national insurance company, is seeking an experienced IT Support Analyst – Level I to temporarily join their team, with the potential to transition into a full-time role. The organization is looking for highly motivated professionals who bring both experience and enthusiasm, making this an excellent opportunity for the right candidate to become part of the team.
Job Summary:
The IT Support Analyst – Level I provides first-level technical support for PCs, software, networks, and peripherals, ensuring timely issue resolution and excellent customer service. Responsibilities include managing tickets, troubleshooting remotely or onsite, sharing knowledge, and meeting service level expectations. Flexibility for travel and on-call support is required.
Responsibilities:
Job Summary:
The IT Support Analyst – Level I provides first-level technical support for PCs, software, networks, and peripherals, ensuring timely issue resolution and excellent customer service. Responsibilities include managing tickets, troubleshooting remotely or onsite, sharing knowledge, and meeting service level expectations. Flexibility for travel and on-call support is required.
Responsibilities:
- Provide first-level support for PCs, standard software/applications, various insurance management systems, network connectivity, and peripherals such as printers, achieving and maintaining a high level of customer service and first-call resolution.
- Utilize the company’s ticket tracking system to document customer contacts, issues, and requests. Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues.
- Perform support and maintenance onsite or remotely using basic troubleshooting, technical skills and IT knowledgebase.
- Share knowledge with customers and colleagues by submitting knowledge articles for publication.
- Adhere to workflow and service level expectations between teams to resolve issues promptly. Understand the critical nature of the business and make every reasonable effort to achieve defined service level agreement expectations and/or provide acceptable workarounds.
- Travel to multiple offices in the local area and to regional office during implementation, or as needed.
- Work a flexible schedule, including on-call support.
- 1-2 years of relevant experience.
- HDI SCA or CSR, Network and/or A Certification preferred.
- Basic understanding of Microsoft Exchange is a plus.
