Analyst

• Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system.
• Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals.
• Assist with basic software installations, updates, and patches.
• Support client onboardings by creating new user accounts and spin up their VMs.
• Intake, work, and manage support tickets in AutoTask ticketing system, ensuring issues are addressed and resolved promptly.
• Identify complex issues that cannot be resolved at the Tier 1 level and escalate, while ensuring smooth communication with the client and appropriate hand-off.
• Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference.
• Provide timely updates to clients on ticket status and resolution progress.
• Maintain a positive, professional attitude during all client interactions.
• Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.

IT Tech Support – Tier 1 Analyst

Senior Analyst, Commercial Feasibility Analytics

Mid-Level Operational Technology Analyst

Project Controls Analyst

Lead Analyst, Contract Analytics

State Policy Analyst