Computer Client Support Analyst

Role Summary
The Computer Client Support Analyst provides essential Tier 1 technical assistance within an enterprise environment. This role involves troubleshooting and resolving desktop, mobile, network, and peripheral hardware and software issues. The position supports a continuous operations environment and contributes to service desk improvements through effective incident management and customer service.

Responsibilities

• Provide Tier 1 desktop and technical support for end-users across the organization.
• Troubleshoot hardware, software, network, and peripheral device issues.
• Diagnose and resolve incidents related to computers, mobile devices, and applications following established procedures.
• Escalate complex technical issues to appropriate specialized teams or resources.
• Communicate with support personnel during system outages, updates, and critical incidents.
• Support after-hours operations by engaging on-call resources for urgent and business-critical issues.
• Maintain active communication with team members and document incident tickets and work orders based on priority and impact.
• Participate in continuous improvement initiatives to enhance service desk processes and workflows.
• Follow established policies, standards, run books, and playbooks to ensure compliance and consistency.
• Monitor alarms, alerts, and network devices via automated tools to proactively identify issues and prevent disruptions.

Qualifications

• High school diploma, GED, or equivalent required.
• Minimum of one year of experience in an IT service desk or help desk role.
• Hands-on experience supporting Microsoft Office Suite, Windows operating systems, and enterprise network environments.
• Proven troubleshooting skills for hardware, software, and peripheral devices.
• Strong organizational and communication skills, both verbal and written.
• Ability to work independently and collaboratively within a team.
• Basic knowledge of TCP/IP networking, operational processes, and enterprise IT systems.
• Availability to support varied shifts and work in a 24/7 operations environment.
• Must be legally authorized to work in the United States.

Publishing Pay Range: $18.00 - $20.00 hourly

Location: On-site