Technical Support Analyst

Job Summary:

We are seeking a Tier 1/Tier 2 IT Support Technician to join our team. This role requires a strong foundation in IT support, troubleshooting, and customer service. The ideal candidate should have experience in hardware, networking, and security systems, and be comfortable with both internal troubleshooting and client-facing responsibilities.

Key Responsibilities:

- Provide IT support via helpdesk, ticketing system, and direct customer interaction.

- Troubleshoot and resolve software, hardware, and network issues.

- Handle camera and security system installation, maintenance, and documentation.

- Maintain awareness of ongoing IT projects, jobs, and tickets, ensuring timely resolution.

- Escalate critical IT matters to appropriate teams when necessary.

- Document troubleshooting processes, resolutions, and system changes.

- Assist in maintaining and supporting Windows Server, Linux, M365, and cloud-based environments (AWS).

- Perform basic web support (Apache/Nginx, WordPress, HTML/CSS/JavaScript).

- Utilize scripting or programming skills for automation and system improvements.

- Access to reliable transportation for on-site visits and potential extended travel.

Tier 1 Support Core Competencies & Skills:

Tier 1 IT Support professionals serve as the first point of contact for technical issues, providing essential troubleshooting, user support, and system administration. They ensure smooth IT operations by addressing common problems, escalating complex issues, and maintaining effective communication with end users and IT teams. Key competencies include:

- Customer Support & Communication: Ability to explain technical concepts clearly, assist users efficiently, and provide excellent customer service.

- Technical Troubleshooting: Diagnose and resolve basic software, hardware, and connectivity issues using remote tools and diagnostic methods.

- Help Desk & Ticketing: Manage support requests, document solutions, and prioritize tasks based on business impact.

- System & Network Administration: Experience with Microsoft 365, Windows Server, and Linux, along with fundamental networking knowledge (IP, DHCP, DNS, VPN).

- Hardware & Security Systems: Hands-on support for computer hardware, peripherals, and security systems such as cameras and access control.

- Cloud & Web Technologies: Exposure to AWS, WordPress, and basic web technologies (HTML, CSS, JavaScript, Apache/Nginx).

- Time Management & Escalation: Ability to prioritize tasks efficiently and escalate complex issues appropriately.

- Flexibility & Travel Readiness: Willingness to travel for installations and troubleshooting as needed.

Tier 1 IT Support professionals ensure a seamless user experience through timely issue resolution, proactive communication, and collaboration with Tier 2 support for escalated challenges.

Tier 2 Support Core Competencies & Skills:

Tier 2 IT Support professionals are responsible for handling escalated technical issues that require advanced troubleshooting and in-depth knowledge of IT systems. They serve as the bridge between Tier 1 support and higher-level IT teams, ensuring complex technical problems are resolved efficiently. Tier 2 IT Support professionals play a crucial role in maintaining IT system reliability, ensuring seamless operations, and enhancing overall IT support efficiency. Key competencies include:

- Advanced Troubleshooting & Problem-Solving: Ability to diagnose and resolve complex technical issues that go beyond Tier 1 support, requiring analytical skills and a methodical approach.

- Network, Server, and Systems Expertise: Strong understanding of network configurations, hardware components, and software applications, including Windows Server, Linux, and cloud platforms like AWS.

- Collaboration & Escalation Management: Works closely with Tier 1 support to address escalated issues, providing guidance and resolving specialized technical challenges.

- Security & Infrastructure Knowledge: Experience with system security, camera/security system installation, and IT best practices to maintain secure and stable environments.

- Technical Documentation & Process Improvement: Maintains accurate documentation of issues, solutions, and system configurations while contributing to process optimization for efficiency.

- Scripting & Automation: Basic experience with scripting or programming for process automation and troubleshooting enhancements.

Qualifications:

- 1-3 years of IT support experience (Tier 1 or Tier 2).

- Experience with troubleshooting hardware, software, and security systems.

- Knowledge of ticketing systems and helpdesk operations.

- Scripting/programming knowledge (preferred but not required).

Why Join Us?

- Competitive salary based on experience.

- Opportunities for professional growth and certification support.

- Work in a collaborative and supportive team environment.

- Hands-on experience with diverse IT systems and emerging technologies.

If you are passionate about IT support and problem-solving, we’d love to hear from you!

How to Apply:

Submit your resume and a brief cover letter detailing your relevant experience.

Job Type: Full-time

Pay: $30,000.00 - $40,000.00 per year

Benefits:

• Paid time off
• Professional development assistance

Schedule:

• Day shift
• Monday to Friday

Ability to Commute:

• Marietta, Ohio 45750 (Required)

Ability to Relocate:

• Marietta, Ohio 45750: Relocate before starting work (Required)

Work Location: In person

Salary : $30,000 - $40,000