The Role
The IT Support Analyst provides escalated technical support and training to end users, troubleshooting software and hardware issues, documenting interactions, and collaborating with technical resources. Responsibilities include managing ticketing systems, providing customer support, and using Office 365 and other software applications.
Summary Generated by Built In
PRINCIPLE CHOICE SOLUTIONS
IT Support Analyst
IT Support Analyst
POSITION PURPOSE
The IT Support Analyst is responsible for providing escalated technical support and training to end users. The IT Support Analyst position is responsible for working within the ticketing system, quickly troubleshooting software/hardware issues, accurately documenting issues, resolutions, and collaborating with other technical resources to solve complex problems. Such troubleshooting may include software applications, hardware issues, or answering training questions via phone, email, remote access, and in person. Hardware Imaging is a core responsibility for this position.
ORGANIZATION
This position reports to the IT Support Manager.
ESSENTIAL FUNCTIONS
- Supply and deploy technical solutions to business problems.
- Excellent customer support to all users within the organization and documentation of each customer interaction with an attention to security.
- Provide escalated and advanced hardware and software support to business users both locally and remote via phone, email, chat, and remote tools.
- End user administration following internal IT processes and procedures.
- Installation and configuration of workstations, printers, and other end user requests
- Moderate to Advanced Support of Office 365 product suite, Intune Hardware management, Adobe suite, Communication software, Connectwise, Mobile device management, and Secure web gateway including any other current/future technology that may be considered as organization owned/managed.
- Work closely with the IT Leadership to ensure proper issue tracking, documentation, and assignment of tasks is being completed accurately and on a daily basis.
- Working with the team, collaborate, and improve documentation for end users through our external systems.
- Additional security clearance/training may be required specific to this department.
- Provide On-Call support as necessary.
- All other duties as assigned.
KNOWLEDGE & EXPERIENCE
- 1-3 years’ experience in providing outstanding customer service through hardware and software technical support in a professional office environment.
- 1-3 years’ experience using a ticketing system.
- Advanced hardware and software troubleshooting skills.
- High knowledge and proficiency of Windows 10/11, Office 365 Product Suite, Adobe, and other SAAS applications. Azure Active Directory, Command prompts, and Microsoft PowerShell experience required. At least 1 year of regular use of AD Users and Groups in providing normal AD administration.
- Attention to detail with a focus on identifying the root cause and possible independent resolution where applicable.
- Strong communications skills with the focus on customer service.
- High sense of urgency with excellent researching abilities.
- CompTIA Network+, A+, Software+, or equivalent certification is required.
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone.
WORKING CONDITIONS
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Principle Choice Solutions is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, parental status, national origin, disability, genetic information, political affiliation, protected veteran status, sexual orientation, gender identity or expression, or any other non-merit-based factors or characteristic protected by federal, state, or local laws.
Skills Required
- 1-3 years' experience in customer service and technical support
- 1-3 years' experience using a ticketing system
- Advanced hardware and software troubleshooting skills
- Knowledge of Windows 10/11 and Office 365
- CompTIA Network+, A+, Software+, or equivalent certification
Principle Choice Solutions Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Principle Choice Solutions and has not been reviewed or approved by Principle Choice Solutions.
-
Fair & Transparent Compensation — Pay is considered market-competitive for common roles, and postings clearly outline base rates alongside any contract-linked adders. Publicly visible salary ranges align with job ads, supporting clarity about typical pay bands.
-
Healthcare Strength — Core medical, dental, and vision coverage is emphasized in employer materials and postings, with eligibility beginning shortly after hire in some units. Additional wellbeing supports such as EAP and mental health care are highlighted as part of the package.
-
Leave & Time Off Breadth — Paid holidays, PTO, and separate sick time are described in postings and benefits pages, with some roles noting bereavement and volunteer time off. These elements indicate a time-off program that extends beyond a single PTO bucket.
Principle Choice Solutions Insights
What's It Like to Work at Principle Choice Solutions?
Principle Choice Solutions Culture & Values
Principle Choice Solutions Career Growth & Development
What's the Work-Life Balance Like at Principle Choice Solutions?
Principle Choice Solutions Leadership & Management
Principle Choice Solutions Company Growth, Stability & Outlook
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Founded in 2014, Principle Choice Solutions is a 100% Service-Disabled Veteran-Owned Small Business with its headquarters in Northern Virginia and locations across the United States. Our clients include both public and private organizations with end users in all 50 states. We offer diverse, client-centric healthcare business services in the U.S. Despite our rapid growth over the years, we’ve maintained a small company atmosphere, building a culture and work environment that encourages and celebrates the success of each associate. By keeping associates at the forefront of leadership decisions, we have been able to align each individual’s personal development to their professional goals and with the company’s overall vision. This translates to an incredible team, able to satisfy the client’s unique objectives with solutions tailored to the client’s individual needs. Our goal is to offer long-term benefits to clients while reducing operational dysfunction, and we do this by building collaborative relationships that extend beyond project completion.
