Technical Analyst I

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