Job Title: IT Service Analyst I

Position Type: Non-Exempt
Reports To: Service Operations Manager
Work Schedule: 24/7 Department Coverage Flexibility Required

Position Summary:

The IT Service Analyst I is part of a dynamic team that serves as the single point of contact for resolving technical issues and providing customer service support for both IT and non-IT related inquiries. This individual provides support to employees and clients on the organizations computer systems across multiple regions. This role demands strong problem-solving skills, exceptional customer service, and a high level of technical proficiency.

Key Responsibilities:

• Provide exceptional customer service via phone, email, chat, and in-person interactions.

• Use active listening and de-escalation techniques to effectively address user concerns while determining issue priority.

• Troubleshoot and resolve technical issues using internal tools, external research, and collaboration with other teams.

• Assign appropriate priority and escalate unresolved issues to other technical teams as necessary.

• Maintain accurate and detailed records of support interactions in the IT service management system.

• Meet or exceed monthly performance metrics including availability, response time, service quality, and incident resolution.

• Serve as an incident/ticket workflow coordinator as scheduledmonitor ticket queues, assign tickets, manage escalations, and coordinate responses to system outages.

• Provide hands-on technical support, including installing software and providing training on core applications.

• Monitor and address system alerts using proactive problem management techniques.

• Support remote work environments, including home networks, VPN access, and remote printing.

• Perform hardware imaging, software installations, and computer refreshes as part of scheduled lifecycle updates.

• Maintain and support video conferencing and enterprise printing equipment.

• Assist with office hardware setups including monitors, docking stations, peripherals, etc.

• Participate in onsite technical support efforts for trials, office moves, new site setups, and similar projects.

• Travel occasionally for project-based support, training, and special events.

Qualifications:

• Education: Bachelors degree or equivalent combination of education and relevant experience.

• Experience: Minimum of 2 years troubleshooting desktop/laptop systems, mobile devices, and enterprise software platforms.

• Technical Skills:

  • Strong knowledge of Windows and macOS operating systems.

  • Familiarity with Microsoft 365 applications (Outlook, Word, Excel, Teams).

  • Experience with Microsoft Exchange, Azure Active Directory, and Intune.

  • Exposure to Cisco phone systems and voicemail.

  • Proficiency in iOS mobile device troubleshooting.

  • Experience with Citrix remote environments and virtual desktop infrastructure.

  • Basic understanding of networking and wireless configurations.

  • Familiarity with Zscaler or other zero-trust security platforms.

  • Experience with legal software applications is a plus.

• Soft Skills:

  • Excellent verbal and written communication skills.

  • Ability to explain complex technical concepts in user-friendly language.

  • Strong judgment and decision-making abilities under pressure.

  • Ability to work independently and as part of a team in a fast-paced environment.

  • Strong organizational and multitasking abilities.

Certifications & Training:

• Required: At least one industry certification per year (e.g., Microsoft Azure, Intune, Office 365, CompTIA).

• Preferred: Additional secondary certification or technical training each year.

• ITIL Foundation or CompTIA A+ certifications are a plus.

Additional Considerations:

• Flexibility to work different shifts including nights, weekends, and holidays.

• Willingness to work overtime and provide coverage during staff absences.

• Foreign language proficiency is a plus.