MAI Transition Support Analyst

MAI Transition Support Analyst

Requirements

• Associate’s degree in information technology, Computer Science, or a related field, or equivalent experience.
• 1-2 years of experience in a technical support or IT helpdesk role, preferably in a corporate or enterprise environment.
• Strong troubleshooting skills and the ability to solve a wide range of technical issues.
• Familiarity with IT service management platforms (e.g., ServiceNow, Jira) and ticketing systems.
• Basic knowledge of networking concepts, operating systems (Windows, macOS, Mobile, Networking), and common software applications.
• Excellent communication skills, both verbal and written, with a customer-first mindset.
• Ability to work well under pressure, handle multiple tasks simultaneously, and prioritize tasks effectively.

Responsibilities

• Respond to and resolve technical support requests via phone, email, and ticketing systems (e.g., ServiceNow, Jira).
• Troubleshoot and resolve issues related to desktop computers, laptops, mobile devices, printers, software applications, and network connectivity.
• Assist users with setting up hardware, installing software, and configuring systems.
• Log and track support tickets in the IT service management platform, ensuring accurate documentation of issues, resolutions, and time spent.
• Prioritize and escalate tickets based on urgency and complexity, ensuring high levels of service and user satisfaction.
• Follow up with users to ensure issues are fully resolved and that users are satisfied with the solutions provided.
• Provide support for common operating systems (Windows, macOS, Linux) and enterprise software applications used within the organization.
• Offer troubleshooting guidance for network-related issues, including Wi-Fi, VPN, MFA, and remote access problems.
• Assist with system updates, patches, and software installations to ensure a secure and up-to-date IT environment.
• Collaborate with other IT teams (network, infrastructure, security) to resolve complex technical problems and improve overall IT service delivery.
• Escalate issues that cannot be resolved at the Analyst level to higher-level engineers or management.
• Maintain open communication with users and internal stakeholders regarding the status of support requests.
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides to assist users with common issues.
• Document all technical issues, resolutions, and processes for future reference and to enhance team efficiency.
• Assist with onboarding new employees by providing IT training on systems, software, and best practices.
• Educate users on how to use software and hardware tools effectively to enhance productivity.

Preferred Qualifications

• IT certifications (CompTIA A+, Microsoft Certified Professional, etc.) are a plus.
• Experience with remote support tools and systems administration.
• Knowledge of cloud-based applications and services (e.g., Microsoft 365, Google Workspace).
• Experience supporting both hardware and software environments.