End User Analyst

Job Title: Technical Support Analyst – End User Support

Location: Hybrid (working from Home and visiting customers sites)
Department: End User Support
Employment Type: Full-Time

About the Role:
We are seeking a Technical Support Analyst to join our End User Support team. This is a frontline role responsible for providing first-tier technical support to our clients. The ideal candidate will be comfortable handling support tickets, assisting clients via chat, email, and phone, and performing other technical duties as needed.

Key Responsibilities:

• Respond to and resolve support tickets passed from the service desk.
• Provide assistance to clients via chat, email, and phone.
• Troubleshoot and resolve issues related to scanning, printing, Windows, and Office 365.
• Utilize communication tools such as Microsoft Teams and Outlook to ensure seamless client interactions.
• Manage and resolve tickets efficiently using Autotask Ticketing System and Datto RMM (preferred).
• Apply networking fundamentals including ping, traceroute, and network analyzers.
• Support networking equipment and dashboards such as Unifi, Omada, and Cisco Meraki (advantageous).
• Maintain accurate records, adhere to schedules, and work within SLA guidelines.
• Escalate issues appropriately and adapt quickly to new tools and technologies.

Qualifications:

• Associate’s Degree in IT or a related field or 1–2 years of experience in IT or a related field.
• 1–2 years of experience in a technical support/helpdesk role.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Proficiency in troubleshooting scanning, printing, Windows, and Office 365 issues.
• Familiarity with Microsoft Teams and Outlook.
• Experience with Autotask Ticketing System and Datto RMM is preferred.
• Basic networking knowledge (ping, traceroute, network analyzers).
• Familiarity with Unifi, Omada, and Cisco Meraki dashboards is a plus.
• Demonstrated ability to manage time effectively and adhere to SLAs.

Why Join Us?

Competitive base salary + unlimited earning potential with commissions.
Opportunity to work in a fast-growing, tech-driven company.
Supportive and dynamic work environment with growth opportunities.
Work alongside industry experts in the MSP and IT services space.

Competitive base salary + unlimited earning potential with commissions.

Ready to take your sales career to the next level? Apply now!

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Work Location: Hybrid remote in Jersey City, NJ 07302