Tech Support Analyst Pay Rate: $30.00/hr + Mileage Reimbursement Hours: 8 AM - 5 PM, Monday - Friday; On-call and overtime as needed. Location: Columbia, SC 29201. Travel to client sites; mileage reimbursed. Role Overview Serve as an IT Service Desk Analyst on the Global Service Desk team, providing a central point of contact for intake, triage, and resolution of incidents, along with managing requests. Support is provided through phone, email, portal, and walk-up. Key Responsibilities Issue Resolution: Perform first-response troubleshooting across all channels—phone, email, portal, and walk-up—for onsite and remote staff. Ensure compliance with service levels and metrics. Desk-side and Onsite Support: Deliver 2nd-level desk-side support and travel to client sites as needed. Ticket Management: Create and accurately classify tickets as incidents (break/fix) or service requests; monitor incident trends for problem management. User Assistance: Provide basic "how-to" guidance and ensure all IT equipment is tracked and recovered properly. Vendor Liaison: Escalate issues to vendors as needed and monitor vendor service compliance. Documentation: Develop, review, and maintain knowledge base articles and technical documentation. Process Adherence: Follow all Global IT Service Management processes including change, incident, knowledge, and request management. Qualifications Education: Bachelor’s degree or equivalent in IT, Computer Science, or related field. Experience: 1+ years in IT Level 1 support, with experience in an enterprise setting supporting Windows, Citrix/IGEL, macOS, and iOS. Skills: Strong troubleshooting and problem-solving abilities; skilled in M365 and Exchange/Outlook support; ability to document end-user and training materials. Requirements: Drug and background screening, motor vehicle report, and reliable transportation. Benefits (employee contribution): Health insurance Health savings account Dental Insurance Vision insurance Flexible spending accounts Life insurance Retirement plan All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #IND11