Technical Support Analyst

RESPONSIBILITIES:
Kforce's client in Springfield, MA is seeking a Technical Support Analyst to join their team. This role is three days onsite, with two days of work from home, and is focused on answering inbound support calls, creating and documenting tickets in ServiceNow, and performing basic troubleshooting once familiarity with common issues is established. The team is handling approximately 80-120 incidents per day across the group. Candidates must be comfortable working in a fast-paced, phone-heavy support setting.

Key Responsibilities:
* Answer inbound support calls in a professional, customer-focused manner
* Support a high-volume call and incident intake environment (team handles ~80-120 incidents per day)
* Create and document incidents in ServiceNow based on inbound calls, ensuring accurate intake and proper escalation
* Capture clear and accurate issue details during live calls
* Perform basic troubleshooting after gaining familiarity with common issues
* Escalate incidents to appropriate support teams following established processes
* Adhere to service desk procedures, documentation standards, and escalation guidelines

REQUIREMENTS:
* IT Service Desk or Help Desk background
* Exposure to basic troubleshooting (password resets, access issues, common application questions)
* Experience supporting non-technical users in a corporate or retail environment
* Previous hands-on experience using ServiceNow
* Candidates do not need to be ServiceNow experts
* Must have worked with ServiceNow in a prior role (no time allotted for training)
* Ability to work effectively in a high-volume support environment
* Clear written communication and documentation skills

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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