Technical Support Analyst I

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...