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Technical Support Analyst I
Job
Innovative Product Achievements LLC
Remote
$47,496 Salary, Full-Time
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Job Description
Technical Support Analyst I Location:
Duluth, GA Department:
IT Reports to:Director of Cybersecurity & IT Direct Reports:
None Type:
Full-Time Status:
Non-Exempt Schedule:
Hybrid M-F (3-4 days in office; Friday remote)Compensation:
$21.63 - $24.04 per hour The Role We're seeking a motivated and people-first Tech Support Analyst (Tier 1) to join our Information Technology team. In this role, you'll serve as the first line of support for employees across the organization — helping resolve technical issues, maintain productivity, and deliver a seamless support experience. This is an excellent opportunity for someone early in their IT career who enjoys solving problems, learning new technologies, and working directly with people. You'll gain hands-on experience supporting enterprise systems, endpoint technologies, onboarding processes, and day-to-day IT operations in a collaborative and growth-oriented environment. What You'll Do- Serve as the first point of contact for employee IT support requests through phone, email, ticketing systems, and walk-up support.
- Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely and professional manner.
- Configure, deploy, and troubleshoot laptops, desktops, mobile devices, peripherals, and collaboration tools.
- Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with accurate and detailed documentation.
- Manage and resolve support tickets in alignment with service level agreements (SLAs) and departmental standards.
- Support employee onboarding and offboarding activities, including equipment provisioning, account setup, and access management.
- Maintain accurate records of support requests, troubleshooting steps, asset inventory, and technical resolutions.
- Assist with Microsoft 365 support including Outlook, Teams, SharePoint, and related collaboration tools.
- Contribute to internal knowledge base documentation and continuous improvement initiatives.
- Communicate technical information clearly and effectively to users with varying levels of technical expertise. What You Bring
- 0-2 years of experience in technical support, IT helpdesk, desktop support, or a related environment; internships and academic experience may be considered.
- Working knowledge of Windows and/or macOS operating systems.
- Familiarity with Microsoft 365 applications including Outlook, Teams, and SharePoint.
- Strong communication, organizational, and customer service skills.
- Ability to manage multiple priorities and remain detail-oriented in a fast-paced environment.
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms prefe.