Support Analyst Job Description Sample Template

JOB TITLE:

  • Support Analyst

DUTIES and RESPONSIBILITIES:

  • Prioritize, investigate, and respond to incoming support tickets.
  • Provide documentation and training to clients to help them resolve tickets.
  • Follow standard operating procedures to escalate and address tickets.
  • Manage all client communication around tickets raised.

EXPERIENCE and QUALIFICATIONS:

  • A degree in information technology, computer science, or a relevant field or equivalent technical experience is preferred.
  • At least one year of previous experience in a technical support role, support engineer, business analyst, or similar role.
  • Experience with a ticket management system (e.g., Jira Service Desk, Zendesk, etc. Jira Service Desk is preferred).
  • Familiarity with collaboration tools like Zoom and Slack.
  • Supreme ability to diagnose and troubleshoot complex technical issues.
  • Technical aptitude and excellent problem-solving skills are critical to being successful in this role.
  • Proficient in written and verbal communication.
  • Ability to prioritize and delegate tasks effectively.
  • Experience with cannabis cultivation, manufacturing, or distribution is preferred.
  • Familiarity with SQL is preferred.
  • Knowledge of Postman and Grafana is preferred.

PHYSICAL DEMANDS:

  • While performing the duties of this position, the employee is regularly required to talk and hear via electronic devices (ie. computer, monitor, microphone, video, etc.) 
  • The employee frequently is required to use hands or fingers to operate a computer keyboard and mouse. 
  • Specific vision abilities required by this position include reading and viewing information on a computer monitor.