Analyst

• Provide support via inbound phone queue, self-service ticketing system, chat, and email.
• Log, triage, troubleshoot, and resolve technical incidents and service requests.
• Escalate unresolved incidents to next-level support when required.
• Install and configure desktop software.
• Perform basic security functions, including password resets, multi-factor authentication, and cybersecurity reporting.
• Research and document solutions in our IT knowledge base and contribute to end-user documentation.
• Participate in a rotating 24/7 on-call technical support schedule.

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