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 The Company is an Equal Opportunity Employer.