Technical Support Analyst

The Technical Support Analyst provides first-level IT support across Trilogy entities, supporting end users through call and ticket workflows while also contributing to provisioning, application assistance, and hardware setup.

Onsite Location

Louisville, KY (onsite)

Role Responsibilities

• Manage inbound calls and make outbound calls as needed; review assigned tickets, complete troubleshooting steps, and escalate issues to higher-level analysts when required.
• Deliver first level end-user consulting with troubleshooting and problem solving for supported corporate computer hardware, software, and network-related technologies.
• Complete User Provisioning activities, including new user setup, user updates, and deactivating user accounts across corporate software systems.
• Provide application support, including training and resolution of issues for corporate software applications.
• Use the ticketing system to create new requests, route tickets, and close tickets in alignment with established workflows.
• Assist with imaging, configuration, testing, and installation for Trilogy hardware platforms, including desktop and laptop computers.
• Support asset management processes and systems for company software and hardware, using the IT Master Hardware List.
• Support operating systems, kiosks, and other computer devices as necessary.
• Support IT customer service objectives by following customer service processes, objectives, and procedures.
• Contribute to resource stewardship by exercising prudent judgment related to expense(s) incurred by the company.
• Maintain professional, friendly interactions with end users and IT team members, including conducting follow-up on open calls and assisting coworkers with follow-up.
• Follow direction from IT leadership, maintain a friendly, positive, team-oriented approach, and keep professional and technical competencies current.
• Comply with all company policies, procedures, rules, and standards.

Required Qualifications

• Bachelor’s degree in Information Technology (IT) or related field from a four-year college or university, or an equivalent combination of education and work experience.
• 1 to 3 years of experience in a technical support role, vocational training, and/or related work experience.
• Proficiency in the Microsoft Office software suite.
• Strong hardware and software support skills, including thorough understanding of desktop and laptop configurations.
• Ability to present a positive, professional image in all communications with internal and external customers.

Technologies and Tools

• Microsoft Office
• A+
• Microsoft MCTS
• Microsoft MCITP
• Desktop and laptop computers
• Kiosks
• IT Master Hardware List
• Ticketing system

Benefits

• Weekly pay
• Health and dental coverage after your first month
• Student loan repayment
• Competitive 401(k) match

Certifications and License

• A+ or equal certification preferred.
• Certifications such as Microsoft MCTS and Microsoft MCITP are a plus.
• Valid vehicle driver’s license required.