IT Support Analyst – Level 1/2 (Technical Support & Troubleshooting)

Job Title: IT Support Analyst – Level 1/2 (Technical Support & Troubleshooting) (6994)

Location: Santa Clara, CA 95051

Duration: 12 months

Pay rate: $29/hr. on W2

Job Summary

We are seeking an IT Support Analyst to provide technical assistance to end users by troubleshooting hardware, software, and system-related issues. The role involves resolving routine and moderately complex technical problems, supporting IT operations, and ensuring smooth functionality of computer systems and applications across the organization.

The analyst will provide support in person, via phone, or electronically and assist with installation, configuration, printing, operating systems, and enterprise applications.

Key Responsibilities

• Provide first and second-level IT support to end users for hardware, software, and system issues
• Troubleshoot and resolve operating system and application-related problems using root cause analysis and debugging techniques
• Follow standard operating procedures for incident handling and resolution
• Document incidents, service requests, and resolutions accurately in knowledge repositories
• Escalate complex issues according to established procedures
• Communicate project and issue status updates to leads via email or direct communication
• Support system performance, availability, and capacity-related KPIs
• Assist in installation, configuration, and maintenance of IT equipment and software
• Participate in continuous learning and skill development using internal and external training resources
• Contribute to knowledge base documentation for recurring technical issues
• Adapt to changing priorities and meet deadlines under supervision

Required Qualifications

• High School Diploma or equivalent
• 1+ year of experience in IT, Engineering Support, or related field
• 1+ year of experience in troubleshooting operating systems or software applications (including debugging and root cause analysis)

Preferred Qualifications

• Bachelor’s degree in an IT-related field