Support Analyst I

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Written by AI from the job title and company, not by Integrated Resources, Inc ( IRI ), so some details may not match this job. The employer's own page has the real description.

Job Overview

Integrated Resources, Inc. (IRI) is seeking a dedicated Support Analyst I to join our dynamic team. The ideal candidate will be responsible for providing high-quality technical support to our clients and internal stakeholders, ensuring timely resolution of issues while maintaining a strong focus on customer satisfaction. This role requires effective communication skills, problem-solving abilities, and a proactive approach to maintaining system performance and client satisfaction. The Support Analyst I will serve as a critical interface between the user community and technical support teams, facilitating a collaborative environment to address and resolve various support requests efficiently.

Job Responsibilities

• Provide timely and effective technical support to end users via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware and software issues, escalating complex problems as necessary.
• Assist in the setup and configuration of workstations, peripherals, and software applications.
• Document support interactions and resolutions in the ticketing system to maintain up-to-date records.
• Participate in user training sessions and develop user guides to enhance user experience.
• Monitor system performance and proactively address potential issues before they affect end users.
• Collaborate with IT teams to implement solutions and improvements across technology platforms.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1-2 years of experience in a technical support or help desk environment.
• Proficient in troubleshooting operating systems (Windows, macOS) and software applications.
• Experience with ticketing systems and remote support tools.
• Strong communication skills, both verbal and written, with the ability to interact with users at all levels.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with ITIL best practices is a plus.

Technologies & Tools

The Support Analyst I will primarily utilize a variety of technologies and tools, including ticketing systems such as Zendesk or ServiceNow, remote access software (e.g., TeamViewer, AnyDesk), and basic network troubleshooting tools. Knowledge in Microsoft Office Suite, operating system installation, and management tools is fundamental to perform daily tasks efficiently.

Ideal Candidates

The ideal candidate for the Support Analyst I position at IRI will possess a strong technical aptitude combined with exceptional customer service skills. They will be adaptable, eager to learn new technologies, and comfortable working in a collaborative environment. A proactive individual who thrives under pressure and maintains composure during challenging situations will excel in this role. Strong organizational skills and a keen attention to detail will further contribute to their success within the team.