Reports To: IT Manager 

Location: Remote, within 40 miles of North Huntingdon, PA preferred. May be required to travel to our Western Pennsylvania locations on occasion.

Pay: $45,000 - $50,000 per year

Job Summary: The IT Support Analyst (Tier 1) is responsible for providing first-line technical support to end users by responding to inquiries via phone, text, and email, documenting issues in our ticketing system, and ensuring timely resolution or escalation of support requests. This role requires excellent communication skills, basic technical proficiency, and a commitment to delivering exceptional customer service. 

Key Responsibilities: 

• Answer incoming support requests via phone, text, and email within our ticketing system. 
• Provide initial troubleshooting of technical issues related to hardware, software, network connectivity, and account management. 
• Document clearly and accurately all steps taken during troubleshooting and resolution processes. 
• Escalate complex or unresolved issues to Tier 2 support analysts or appropriate technical teams. 
• Follow up proactively on open tickets to ensure timely issue resolution and customer satisfaction. 
• Maintain knowledge of common software applications, operating systems, and internal IT procedures. 
• Create, update, and delete user accounts across all business applications. 

Physical Requirements: 

• Ability to work at a desk for extended periods. 
• Occasional lifting and moving of IT equipment weighing up to 25 pounds. 

Work Environment: 

• Standard office environment or remote work setup. 
• Occasional after-hours support and on-site support at our Western Pennsylvania locations may be required. 

 Qualifications and Experience: 

• High school diploma or equivalent; relevant IT certification or training preferred. 
• 1+ year experience in a technical support role preferred. 
• Experience in the automotive industry and automotive business applications (DMS, CRMs, inventory management systems, etc.) preferred. 
• Familiarity with ticketing systems  
• Basic knowledge of computer hardware, Windows operating systems, MS Office Suite, and basic networking concepts. 
• Strong verbal and written communication skills. 
• Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment. 
• Exceptional customer service and interpersonal skills.