Support Analyst I

The Support Analyst I is under the supervision of the Director of IT Operations. The Support Analyst I is responsible for supporting end users with hardware and software needs.


  • Associate’s Degree or equivalent work experience in a related field is required
  • Bachelor’s Degree is preferred

Skill Requirements

  • Working knowledge of workstation support
  • Excellent written and verbal communication skills
  • Ability to keep a positive attitude and professional demeanor in a high pressure environment

Essential Functions

  • Maintains a high standard of customer service in dealing with and responding to technical issues.
  • Investigates, analyzes, and resolves complex hardware problems; performs advanced hardware repairs, maintenance, technical assistance, and support on a wide range of computers and peripherals.
  • Analyzes and resolves problems with software, applications, and systems; provides a wide range of in-depth technical assistance to end users.
  • Collaborate with peers to ensure team goals are met efficiently and professionally.
  • Reviews, prioritizes, and processes support incidents; provides detailed documentation of all work performed on assigned support requests.
  • Follows processes for maintaining inventory tracking and asset management.
  • Trains and supervises student employees, as appropriate.
  • Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate.
  • Researches, analyzes, and recommends appropriate computer hardware for customized computer configurations.
  • Participate in on-call rotation for off hour’s computer system emergencies including weekends and holidays.
  • Other duties as assigned by the Director of IT Operations.



Cleveland, TN 37320
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