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Transcat, Inc.

IT Support Analyst

Rochester, NY, United States

$22 to $25 USD / hour

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Job details

Pay: $22 to $25 USD / hour
Apply by: Nov 5, 2027
Experience: 0–2 years of IT support experience (internship or entry-level acceptable)
Posting language: English
Posted: Nov 5, 2024

Original job description

Overview

Who we are - Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With 1,500 employees - in technical, consulting, operational, sales, finance, and corporate roles - we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career?

Here’s what Transcat has to offer - • Work that matters

A values-based culture where people care about each other and the work they do together
Flexibility
Training and development to accelerate learning and career advancement
Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!
Pay Range: $22.00 - $25.00/hr

Position Summary

The IT Support Analyst provides Tier 1 technical support for end users and business systems, serving as the first point of contact for IT-related issues and service requests. This role focuses on timely ticket resolution, customer service, and maintaining accurate documentation.

The IT Support Analyst works under the guidance of senior team members to troubleshoot user issues and support the organization’s computing environment, including basic software installations, updates, and device support. This role is expected to be in the office five days per week unless hired as a remote employee.

Responsibilities

Resolve Tier 1 incidents and service requests across endpoints, identity, SaaS applications, and business systems
Provide front-line support for end users, ensuring a high level of customer service and communication
Escalate complex or unresolved issues to IT Support Analyst II or other appropriate teams
Maintain and support printers, wireless devices, and end-user hardware to ensure reliability and user productivity
Accurately document tickets, including troubleshooting steps and resolutions, in accordance with IT standards
Monitor assigned ticket queues and respond within established SLA/SLO targets
Follow standard troubleshooting procedures and knowledge base articles
Assist with basic software installations, updates, and system configurations
Support account-related requests such as password resets, MFA setup, and basic access issues
Contribute to knowledge base articles by documenting common issues and solutions
Participate in team meetings, training sessions, and process updates
Promote self-service tools and resources when appropriate
Ability to work occasional after-hours support as required
Ability to travel to other company facilities as needed
Model the Company’s values to influence others to perform in an aligned manner.
Other duties as assigned

Qualifications

Required Knowledge, Skills, and Abilities

Exceptional customer service skills
Ability to identify patterns, not just individual tickets, and identify areas for improvement
Experience with providing support quality through documentation and feedback
Ability to operate with minimal supervision

Technology Scope

Endpoint: Windows 10/11, macOS, mobile devices
Identity & Access: Active Directory, Azure AD, MFA, account lifecycle
Productivity & SaaS: Microsoft 365, Teams, OneDrive, SharePoint
Ticketing & ITSM: Freshservice or equivalent
Hardware: Laptops, desktops, peripherals, printers, conferencing equipment
Networking: Basic LAN/Wi-Fi connectivity and VPN troubleshooting

Education and Experience

Associate’s degree or equivalent experience
0–2 years of IT support experience (internship or entry-level acceptable)
Familiarity with basic troubleshooting in a ticketed support environment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

Contingencies

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.

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