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Associate Technical Support Analyst Jobs in Rhode Island

Teknor Apex Company

IT Support Technician I

Pawtucket, RI · On-site

$21 - $28.75/hr

Associate degree in Information Technology or a related field preferred. * Relevant technical ... Strong troubleshooting and analytical skills. * Excellent customer service and interpersonal ...

CVS Health

IT Principle Support Specialist

Smithfield, RI · Hybrid

$21.10 - $44.99/hr

This role supports the Store Systems Help Desk, Retail Network Operations Center (NOC), Rollout ... Associate's degree, technical degree, or additional technical training preferred. Anticipated ...

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Associate Technical Support Analyst information

What does an associate technical support analyst do?

An Associate Technical Support Analyst is responsible for providing first-level technical assistance to customers or internal users experiencing issues with software, hardware, or IT systems. They troubleshoot problems, answer questions, document issues, and escalate complex cases to higher-level support teams if needed. Their role is essential in ensuring users can efficiently use technology and that technical issues are resolved quickly to minimize disruption.

What are some typical challenges an associate technical support analyst faces when handling customer issues, and how are they supported in resolving them?

Associate Technical Support Analysts often encounter challenges such as troubleshooting complex technical problems under time pressure, managing multiple support requests simultaneously, and communicating technical information to non-technical users. To help address these, analysts typically receive ongoing training, have access to a knowledge base, and work closely with senior team members for guidance. Regular team meetings and escalation procedures ensure that difficult cases are collaboratively resolved, fostering both learning and effective customer service.

What are the key skills and qualifications needed to thrive as an associate technical support analyst, and why are they important?

To thrive as an Associate Technical Support Analyst, you need a solid understanding of computer systems, troubleshooting methodologies, and a relevant degree or equivalent experience in IT or computer science. Familiarity with ticketing systems, remote desktop tools, and industry-standard software such as Windows, macOS, and basic networking is expected. Strong problem-solving abilities, patience, and effective communication are crucial soft skills for resolving user issues and managing expectations. These skills and qualities are essential to deliver timely technical support, maintain customer satisfaction, and ensure smooth IT operations.

What is the difference between Associate Technical Support Analyst vs Customer Support Specialist?

AspectAssociate Technical Support AnalystCustomer Support Specialist
Required CredentialsAssociate's degree or relevant certifications, technical knowledgeHigh school diploma or equivalent, strong communication skills
Work EnvironmentIT support centers, technical departmentsCall centers, retail, online support
Employer & Industry UsageTech companies, software firms, hardware providersRetail, telecom, service industries
Common Search & ComparisonYesYes

The Associate Technical Support Analyst typically handles technical issues, requiring some technical knowledge and certifications, working mainly in IT or tech environments. Customer Support Specialists focus on customer service and communication skills, often in retail or service sectors. While both roles involve assisting users, the technical depth and work settings differ.

What cities in Rhode Island are hiring for Associate Technical Support Analyst jobs?

Cities in Rhode Island with the most Associate Technical Support Analyst job openings:

IT Support Technician I

Pawtucket, RI • On-site

Teknor Apex Company
Plastics Product Manufacturing • 1 - 5K employees
Learn more about Teknor Apex Companyexternal

$21 - $28.75/hr

Full-time

Posted 22 days ago

Teknor Apex rating

8.2

Company rating: 8.2 out of 10

Based on 16 frontline employees who took The Breakroom Quiz

12th of 85 rated plastic manufacturers

Job description

When Alfred Fain founded a small Rhode Island tire store in 1924, at the time no one could have predicted how Teknor Apex would become an international custom compounder sought out by companies around the world. After a nearly hundred-year journey that's carried us through acquisitions and expansion, we now have nine U.S. locations, as well as operations in Belgium, Singapore, Germany, and China.
Throughout this global expansion Teknor has remained a privately held company, and today Fain's grandson sits at the helm, maintaining the family's tradition of fostering deep employee and customer relationships. These relationships are what allow us-together-to deliver customized compound solutions and help our customer's create better products.
"Manufacturing is a team sport and we work together to achieve our goals." ~Jon Fain
Join the team behind our custom compounds.
RESPONSIBILITIES:
The IT Support Technician I:
  • Provides first-line technical support for Windows workstations, laptops, mobile devices, Microsoft 365 applications, printers, peripherals, VPN connectivity, and other end-user technologies.
  • Performs endpoint deployment and lifecycle management activities, including device staging, workstation deployments, hardware replacements, relocations, asset tracking, and equipment recovery.
  • Executes approved identity and access management activities, including account unlocks, password resets, multi-factor authentication (MFA) support.
  • Troubleshoots endpoint hardware, operating systems, Microsoft 365 applications, Microsoft Intune, and business application issues, resolving incidents within documented procedures and escalating complex issues as appropriate.
  • Maintains accurate service tickets, asset records, and technical documentation while meeting established service level agreements (SLAs).
  • Creates and updates knowledge base articles, work instructions, and standard operating procedures to improve consistency, knowledge sharing, and first-contact resolution.
  • Identifies recurring support issues and recommends opportunities to improve operational efficiency through process standardization, improved documentation, automation, or enterprise endpoint management tools.
  • Assists with software packaging, application deployment, endpoint configuration, and deployment validation using Microsoft Intune, PDQ Deploy, or other approved endpoint management platforms.
  • Adheres to established cybersecurity, asset management, change management, and IT operational procedures to maintain a secure and compliant computing environment.
  • Participates in rotational on-call coverage and collaborates with Infrastructure, Network, Cybersecurity, and Application teams to ensure timely resolution of customer issues.

REQUIRED EDUCATION:
  • Associate degree in Information Technology or a related field preferred.
  • Relevant technical certifications (CompTIA A+, Network+, Microsoft, etc.) are a plus.

REQUIRED EXPERIENCE:
  • 2-3 years of Service Desk, desktop support, or related technical support experience.

SKILLS & CAPABILITIES:
  • Strong troubleshooting and analytical skills.
  • Excellent customer service and interpersonal communication skills.
  • Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
  • Basic understanding of Active Directory, Microsoft Entra ID, Microsoft Intune, and endpoint management concepts.
  • Familiarity with Microsoft Intune, PDQ Deploy, or similar endpoint management platforms.
  • Strong organizational, documentation, and time management skills.
  • Ability to follow documented procedures while exercising sound judgment.
  • Demonstrates a continuous improvement mindset by identifying opportunities to simplify work, improve processes, and enhance the end-user experience.
  • Ability to work independently and collaboratively within a team environment.

PHYSICAL DEMANDS:
  • Must be able to lift and carry up to 50 pounds.
  • Must be able to perform workstation setups, equipment installations, and office relocations.
  • Must be able to communicate effectively in person, by telephone, and electronically.
  • Ability to perform time-sensitive troubleshooting activities.

WORKING CONDITIONS:
  • Office environment requiring hands-on technical support.
  • Frequent endpoint deployment and equipment handling.
  • Participation in rotational 24x7 support coverage as required.

Teknor Apex is an equal opportunity employer and does not discriminate against any protected status under state or federal laws. Must be 18 years of age or older to work at Teknor Apex.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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