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IT Support Analyst - Hybrid:

IT Support Analyst – Hybrid:

Our direct client, a well-established IT support service provider, in Fairfield County is looking for a Technical Support Analyst to provide exceptional technical support to their managed clients. In this role, you are responsible for providing daily technical assistance for escalated issues to clients in a professional and friendly manner. The ideal candidate will have a proven, successful experience working in a managed IT services environment. This position is available as a work from home position as well as on-site.


  • Provide friendly, professional customer service to clients
  • Quickly troubleshoot and resolve technical issues in a ticket queue
  • Support for client computer networks including business related technologies including Windows operating systems, Office 365, Remote Access usage, VOIP, mobile devices, etc.
  • Support disaster recovery backup solutions
  • Understand and able to manage Routing and switching concepts including ACLs, Ports, VLANs, etc. Sonicwall experience a plus
  • Solid experience in managing Active Directory and GPOs
  • Experience with VM Ware a plus
  • Comfortable with troubleshooting LAN and WAN technologies
  • Handle escalated tickets as needed
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
  • Work with vendors/partners as needed to resolve client issues
  • Provide detailed documentation and explain resolutions for escalated issues
  • Maintain high level of client satisfaction
  • Work in a team and communicate effectively
  • Escalate service issues that cannot be completed within agreed service levels
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process
  • Enter all work as service tickets in ConnectWise
  • Maintain certifications required for position
  • Ability to multi-task and adapt to changes quickly
  • Ability to de-escalate situations


Educational/Vocational/Previous Experience Recommendations

  • BA/BS, preferably in computer science or a related field.
  • 2+ years experience technical experience in a service business.
  • MSP experience a plus.

Job ID: 5090

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