Technical Analyst I
Ufpi
·Yesterday
- Location
- Grand Rapids, MI (IT Building), United States of America
- Workplace
- Onsite
- Type
- Full-time
- Department
- IT
- Seniority
- Entry
- Source
- Workday
Description
Job Summary
The Customer Service Technical Analyst I provides frontline technical support for employees across a variety of hardware, software, network, and business systems. Working in a call center environment, this role diagnoses technical issues, guides users through solutions, and ensures issues are resolved or properly escalated. This is an opportunity to build hands-on IT experience across multiple technologies while developing troubleshooting, customer service, and technical skills.
Location: Grand Rapids, MI – Corporate IT Office
Key Responsibilities
- Troubleshoot hardware, software, network, and business system issues.
- Provide timely, professional support and communicate solutions in user-friendly terms.
- Resolve incidents when possible and escalate more complex issues appropriately.
- Document solutions and maintain knowledge base articles.
- Build technical expertise across supported IT systems and services.
- Partner with other IT teams on projects and process improvements.
- Participate in occasional rotational after-hours support.
- Up to 25% travel expected.
Preferred Qualifications
- Bachelor’s degree in IT, Information Systems, or a related field.
- ITIL knowledge or certification.
- Experience with technologies such as:
- Windows 10/11
- Microsoft 365
- Active Directory
- Citrix
- ServiceNow or Freshworks
- Remote support tools
- Printers, copiers, tablets, and other end-user devices
The Company is an Equal Opportunity Employer.
Skills
ServiceNowCustomer ServiceITIL