Support Analyst

IntePros is seeking a Support Analyst to join our team and provide exceptional Tier 1 technical support for our award-winning healthcare client. This individual will serve as the first point of contact for IT-related issues, delivering high-quality customer service and technical assistance to end users across hardware, software, and operating systems.

Working under direct supervision, the Support Analyst will help ensure smooth IT operations, timely resolution of technical issues, and effective escalation of complex problems when needed.

Responsibilities :

• Serve as the first line of support for all incoming IT service requests, incidents, and inquiries.
• Diagnose and resolve Tier 1 issues related to hardware, software, peripherals, and operating systems via phone, remote tools, or in-person support.
• Accurately document all service requests and incidents using call-tracking systems and ensure issues are tracked through to resolution.
• Escalate Tier 2 issues to the appropriate teams when necessary.
• Maintain a strong customer service focus by responding promptly and professionally to all end-user requests.
• Manage Level 1 support queues, ensuring proper categorization and assignment of issues.
• Provide recommendations to improve service quality, reduce recurring incidents, and enhance efficiency.
• Continue to build technical knowledge of applications, hardware, mobile devices, and multiple operating systems.
• Support departmental initiatives and team goals through collaboration and proactive problem-solving

Qualifications : Education :

Certifications (Preferred) :

Experience and Skills :

#LI-MB1