Technical Support Analyst

Key Responsibilities

• Act as the first point of contact for incoming support requests through phone, email, chat, or a ticketing system.
• Triage, prioritize, and document support tickets clearly, including the issue, troubleshooting steps, business impact, urgency, and next steps.
• Troubleshoot and resolve Tier 1 issues related to Windows, Microsoft 365, Outlook, Teams, SharePoint, user access, password resets, basic hardware/software concerns, and common application questions.
• Provide professional, friendly, and timely communication with end users while tickets move through the support process.
• Escalate issues that require deeper technical investigation to the appropriate internal team, including senior support, infrastructure, software development, or Power Platform resources.
• Follow up on open tickets, monitor progress, and help ensure incidents are moved through their lifecycle with care and accountability.
• Contribute to internal documentation, knowledge base articles, and repeatable support processes that improve service delivery.
• Identify recurring questions, process gaps, or improvement opportunities and raise them with peers and team leads.
• Qualifications and Experience
• 1-2 years of customer-facing IT support, help desk, service desk, or technical support experience.
• Foundational knowledge of Microsoft 365, Windows, Outlook, Teams, SharePoint, and common end-user troubleshooting scenarios.
• Basic understanding of user administration concepts such as accounts, permissions, password resets, and access requests.
• Exposure to Active Directory, Microsoft Entra ID, Exchange Online, Intune, Azure, PowerShell, or Power Platform is considered an asset.
• Strong written and verbal communication skills with the ability to explain technical concepts in a clear and approachable way.
• Strong attention to detail, especially when documenting tickets, troubleshooting steps, and escalation notes.
• Comfort working independently while staying connected to a collaborative team environment.
• Post-Secondary Education in computer information systems or a similar program.