Technical Service Analyst

The Technical Service Analyst is responsible for serving as the primary point of contact for users experiencing technical issues and ensuring timely resolution in accordance with established service standards. This role requires strong problem-solving skills, technical expertise, and the ability to communicate effectively with both technical and non-technical stakeholders. The position involves managing support requests across multiple channels, maintaining compliance with security protocols, and contributing to continuous improvement initiatives for service desk operations. The Technical Service Analyst also assists in developing documentation, training materials, and processes that enhance the efficiency and effectiveness of technical support services.

Essential Job Duties and Responsibilities

• Experience and knowledge abiding by Service Level Agreements (SLA)
• Translate information from end user and create an incident or request ticket
• Interactive experience handling phone and chat-based support activities
• Receives inbound support requests by chat, phone, self-service or email submission channels
• Serve as point of contact to internal and external customers through problem resolution
• Provide off-hours support as required to perform job functions and ensure service delivery
• Identify gaps and assist in development and maintenance of support services and end user documentation
• Understanding of security impacts of end user requests, adheres to company guidelines and mandatory trainings
• Identifies deficiencies; communicates and coordinates improvement efforts to increase service desk efficiency
• Develops and continually updates training material for new and existing service desk staff
• Maintains high level of technical skill in field of expertise
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities

Performs other related duties as assigned.

Supervisory Responsibilities

• This position is an individual contributor.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Preferred Skill Sets

• Industry specific knowledge (e.g., Mortgage, Finance or Insurance - nice to have)
• Hands-on experience with ITSM tools such as Service Now, Fresh Service
• Virtual desktop platform experience (Cloud PC, Amazon Workspaces or Windows Virtual Desktop)
• Strong understanding of Microsoft 365 Suite (MS Office, Outlook, Teams)
• Windows Autopilot provisioning (nice to have)
• Application install experience via Microsoft Company Portal
• Microsoft Intune (Endpoint Manager)
• Multifactor authentication applications (ex. Cisco DUO, Microsoft MFA)
• Hands-on experience in handling enterprise phone based support
• Azure Active Directory and network troubleshooting fundamentals

Education and/or Experience

• Bachelor's degree in IT or related field, or equivalent work experience (minimum 3 years).
• 2+ years working experience in the IT field
• Excellent client service skills in a demanding, deadline-driven environment.
• Experience with enterprise systems management tools such as Azure Active Directory and Microsoft Intune.
• Technical certifications preferred: Microsoft Azure Fundamentals, CompTIA A+, Security+, or Cloud+.

Certificates, Licenses, Registrations

• None Required