IT Support Analyst

Role: IT Support Analyst

Location: Anaheim, CA (onsite)

Duration: 12-Months (Converting is the goal)

Role Overview:
We are seeking a technical support specialist to help businesses implement and maintain electronic payment processing and related software. This role involves troubleshooting customer issues, assisting with software installations, and collaborating with project managers and internal teams to ensure a smooth experience for new and existing customers.

Key Responsibilities:

• Provide technical support via phone, email, or screen sharing
• Troubleshoot software, payment processing, and integration issues
• Assist new customers with software installation and post-implementation training
• Escalate complex issues to development or QA teams when needed
• Document and track issues in CRM systems and provide feedback on defects
• Support multiple cases and projects simultaneously while meeting deadlines
• Work with project managers to ensure timely completion of customer projects
• Help train team members on supported products and procedures

Required Qualifications:

• Bachelor s degree in Computer Science, Information Systems, or a related field
• 1+ years of experience in technical support or customer service
• Strong written and verbal communication skills
• Basic knowledge of SQL and experience with Microsoft SQL Server Management Studio
• Familiarity with ERP systems (Dynamics GP, Dynamics 365, Acumatica, Oracle)
• Experience with CRM tools (Dynamics CRM, Jira, HubSpot)
• Familiarity with screen sharing tools (Webex, GoToMeeting, etc.)
• Basic knowledge of networking, payment processing, and PCI-DSS compliance
• Strong problem-solving skills and ability to work independently or in a team

Preferred Skills:

• Experience with Linux, REST APIs, Postman, or accounting concepts
• Strong organizational and time management skills

Work Environment:

• Office-based with extended computer and phone use
• May require occasional weekends or holidays based on business needs