Offer summary

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field., 1-3 years of experience in technical support or IT support roles., Proficiency in troubleshooting software and hardware issues across platforms., Experience with helpdesk systems and Microsoft Office Suite..

Key responsibilities:

Respond to and resolve Level 1 support tickets using the helpdesk system.

Troubleshoot software issues and escalate when necessary.

Manage onboarding for new agents, including account setup and orientation.

Communicate effectively with staff and new agents in English and Spanish.

Job description

The Support Analyst serves as a vital link between our technical support team and our end users. In this role, you will be responsible for analyzing user requests, providing effective solutions, and ensuring exceptional customer service throughout the process. You will work closely with cross-functional teams to troubleshoot and resolve issues that hinder the productivity of our users.

Duties and Responsibilities:

Respond to and resolve Level 1 tech support tickets via our internal helpdesk system
Troubleshoot common software issues and escalate tickets as needed
Manage the onboarding process for new agents, including account setup, access provisioning, and orientation support
Maintain and update onboarding checklists and internal SOP documentation
Assist with scheduling and coordination for recurring tech trainings or team meetings
Communicate clearly and professionally with staff and new agents via email, chat, and video calls in both English and Spanish
Track and follow up on pending support tasks to ensure timely completion

Requirements

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
1-3 years of experience in a technical support or IT support analyst role.
Proficiency in troubleshooting software and hardware issues across various platforms.
Experience with ticketing systems and helpdesk management tools.
Strong knowledge of Microsoft Office Suite and common business applications.

Skills Needed:

At least 2 years of experience in a remote support or virtual assistant role with technical responsibilities
Familiarity with helpdesk/ticketing systems and common remote support tools
Proficient in Microsoft 365 tools, including Outlook, Excel, Teams, and OneDrive
Strong organizational skills and attention to detail
Ability to work independently and manage multiple priorities
Excellent written and verbal communication skills in both English and

Benefits