Posted 1 day ago
IT Support Analyst
RochesterOn-siteFull-time
AI Summary
As an IT Support Analyst, you'll be the front line of technical support — helping customers resolve day-to-day IT issues across email, phone, and chat while keeping tickets moving through a shared queue on time and on SLA.
About this role
As an IT Support Analyst, you'll be the front line of technical support — helping customers resolve day-to-day IT issues across email, phone, and chat while keeping tickets moving through a shared queue on time and on SLA. You'll troubleshoot desktop, end-user, and Microsoft 365 problems for our traditional IT services customers, escalate to Engineering when needed, and build foundational AWS cloud support skills as your experience grows. In this role, you'll work directly with customers and internal teams to deliver clear, timely communication throughout the life of every ticket — ensuring issues are resolved efficiently, customer satisfaction stays high, and our operational runbooks keep improving along the way.
What this role is responsible for:
- Assist customers via email, phone, and chat to troubleshoot and resolve day-to-day IT issues
- Provide clear, concise, and timely communication to internal and external stakeholders throughout the life of a ticket
- Proactively detect, troubleshoot, and resolve issues affecting customer systems, coordinating with and escalating to Engineering when necessary
- Monitor a shared ticket queue and work tickets in order of priority and urgency, meeting SLA commitments
- Provide hands-on desktop and end-user support (hardware, software, Microsoft 365) for our traditional IT services customers
- Build foundational AWS troubleshooting skills, assisting with cloud support tickets as your experience grows
- Leverage a growing library of operational runbooks to help solve problemsand identify opportunities to improve them
- Provide off-hours support on a rotational basis
What makes someone successful in this role:
- You enjoy digging into customer problems and driving them to a successful resolution
- You know your limits and aren’t afraid to escalate or ask for help
- You’re curious about cloud computing, AI, and the broader tech industry, and eager to keep learning
- You communicate clearly and professionally, even when a customer is frustrated
- You stay organized and manage your time well across a busy ticket queue
- You’re comfortable supporting both traditional on-prem IT and cloud-based environments, and motivated to grow your AWS skills over time
Requirements:
- 1-3 years of related IT experience
- Ability to clearly follow processes and procedures, and make sound decisions
- Experience with ticketing/helpdesk systems like Autotask, ConnectWise, JIRA, ZenDesk, or similar
- Desktop and end-user troubleshooting experience (Windows, Microsoft 365, and common business applications)
- Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Exposure to cloud platforms (AWS or similar) is a plus, but not required — we’ll teach you the rest
- A positive attitude, a passion for dealing with customers, and a knack for problem solving