The Role
Provide frontline IT support via email, phone, and chat; troubleshoot desktop, Windows, Microsoft 365, networking basics; manage ticket queue to meet SLAs; escalate to Engineering; build foundational AWS cloud skills; participate in rotational off-hours support and improve operational runbooks.
Summary Generated by Built In
As an IT Support Analyst, you'll be the front line of technical support — helping customers resolve day-to-day IT issues across email, phone, and chat while keeping tickets moving through a shared queue on time and on SLA. You'll troubleshoot desktop, end-user, and Microsoft 365 problems for our traditional IT services customers, escalate to Engineering when needed, and build foundational AWS cloud support skills as your experience grows. In this role, you'll work directly with customers and internal teams to deliver clear, timely communication throughout the life of every ticket — ensuring issues are resolved efficiently, customer satisfaction stays high, and our operational runbooks keep improving along the way.
What this role is responsible for:
- Assist customers via email, phone, and chat to troubleshoot and resolve day-to-day IT issues
- Provide clear, concise, and timely communication to internal and external stakeholders throughout the life of a ticket
- Proactively detect, troubleshoot, and resolve issues affecting customer systems, coordinating with and escalating to Engineering when necessary
- Monitor a shared ticket queue and work tickets in order of priority and urgency, meeting SLA commitments
- Provide hands-on desktop and end-user support (hardware, software, Microsoft 365) for our traditional IT services customers
- Build foundational AWS troubleshooting skills, assisting with cloud support tickets as your experience grows
- Leverage a growing library of operational runbooks to help solve problems and identify opportunities to improve them
- Provide off-hours support on a rotational basis
What makes someone successful in this role:
- You enjoy digging into customer problems and driving them to a successful resolution
- You know your limits and aren’t afraid to escalate or ask for help
- You’re curious about cloud computing, AI, and the broader tech industry, and eager to keep learning
- You communicate clearly and professionally, even when a customer is frustrated
- You stay organized and manage your time well across a busy ticket queue
- You’re comfortable supporting both traditional on-prem IT and cloud-based environments, and motivated to grow your AWS skills over time
Requirements:
- 1-3 years of related IT experience
- Ability to clearly follow processes and procedures, and make sound decisions
- Experience with ticketing/helpdesk systems like Autotask, ConnectWise, JIRA, ZenDesk, or similar
- Desktop and end-user troubleshooting experience (Windows, Microsoft 365, and common business applications)
- Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Exposure to cloud platforms (AWS or similar) is a plus, but not required — we’ll teach you the rest
- A positive attitude, a passion for dealing with customers, and a knack for problem solving
Skills Required
- 1-3 years of related IT experience
- Ability to follow processes and make sound decisions
- Experience with ticketing/helpdesk systems (Autotask, ConnectWise, JIRA, ZenDesk, or similar)
- Desktop and end-user troubleshooting experience (Windows, Microsoft 365, common business applications)
- Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Exposure to cloud platforms (AWS or similar)
- Strong customer service skills, positive attitude, and problem-solving mindset
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The Company
What We Do
Innovative Solutions is focused on helping every small to midsize business, across the U.S. and Canada, leverage the power of the cloud to drive business growth. As an AWS Premier Tier Services Partner, we specialize in cloud consulting, cloud migrations, cloud optimization, and cloud-native development. At Innovative, the customer always comes first. There is no ‘one size fits all’ mentality. Our team is flexible and will work with you to navigate the cloud in a way that aligns with your individual business needs. From the very first interaction, and every step along the way, we’re committed to doing what’s right for your business, your productivity, and your bottom line.
