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Tier4 Group Logo Tier4 Group · IT - Administration

Technical Support Analyst

United States, Moon Township · Job Posted May 30, 2026
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Job Description

The Technical Support Analyst II is a customer-focused role responsible for delivering reliable technical support to end users across the organization. This position supports enterprise applications, network connectivity, desktop environments (physical and virtual), operating systems, software, hardware, and peripheral devices. The analyst responds to and resolves reported incidents, service requests, and access requests through multiple support channels, including phone calls, ServiceNow tickets, instant messaging, and email (Microsoft and Google). By following documented processes and procedures, this role aims to restore or fulfill IT services as efficiently and effectively as possible while meeting service expectations.

Job Responsibility

  • Manage, track, and resolve support tickets using ServiceNow
  • Proactively pull tickets from the queue, contact users, and drive issues to resolution
  • Communicate with end users to understand issues and provide timely updates
  • Collaborate with internal IT teams when issues require escalation or cross-team support
  • Resolve an average of 15–25 tickets per week
  • Work within established service level expectations (formal SLAs not strictly defined)

Requirements

  • Junior-level technical support experience
  • ServiceNow experience is a plus but not required (training provided)
  • Basic understanding of ticketing systems and service level concepts
  • Strong written and verbal communication skills
  • Comfortable working with both technical and non-technical users
  • Ability to manage multiple tasks and prioritize effectively

Nice to have

ServiceNow experience

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