Serve as the first point of contact for end-user technical issues via phone, email, chat or ticketing system
Perform initial triage, troubleshooting, and resolution of incidents and service requests
Log, categorize, and prioritize tickets in the ticketing system
Provide remote support for hardware, software, network, and mobile issues
Escalate unresolved or complex issues to Tier 2 or higher support levels
Provide onsite and assist other IT team members with remote site technical support for desktops, laptops, and peripherals
Diagnose and resolve complex issues related to OS, applications, and basic networking
Install and maintain workstations, printers, and mobile devices
Perform imaging, deployment, and re-imaging using standard tools
Support Honeywell warehouse handheld devices, CT45’s, and barcode scanners, CK67’s
Manage tickets to ensure timely resolution and SLA compliance
Maintain accurate IT asset inventory
Participate in on-call rotation

IT Support Analyst

Key skills