IT Support Analyst / Tech Support

Job Title: IT Support Analyst / Tech Support

Location: Hybrid (occasional travel to Central Florida)

Department: IT

Reports To: Chief Technology Officer

What You Will Do in This Role:

We are seeking a full time detail-oriented IT Support Analyst to join our team and serve as the primary bridge between our users and development team. This role combines technical troubleshooting with project coordination to ensure smooth operation of our web and mobile applications.

Key Responsibilities:

Technical Support & Problem Resolution

• Monitor and respond to technical support requests via email and phone
• Diagnose and resolve user-reported issues through testing and research
• Maintain documentation of resolution processes and common solutions
• Monitor feedback channels including email, community platforms, and Slack
• Conduct thorough testing on various devices to replicate and resolve issues

Development Team Liaison

• Communicate user-reported issues and enhancement requests to developers
• Test bug fixes and new features pre-deployment
• Provide detailed feedback on implemented solutions
• Coordinate with development team on project timelines and deliverables
• Approve fixes and new features after thorough testing

Project Management

• Gather and document requirements for web and app projects
• Work with stakeholders to define project scope and objectives
• Ensure thorough understanding of project requirements for effective delivery and testing
• Track project progress and coordinate between users and development team
• Collect and analyze user feedback on new features and enhancements

Required Qualifications:

Experience in technical support or similar customer-facing IT role

Strong problem-solving and analytical skills

Excellent written and verbal communication abilities

Familiarity with web and mobile applications

Ability to translate technical concepts for non-technical users

Strong project coordination experience

Desired Skills:

• Experience with bug tracking and project management tools
• Knowledge of software development lifecycle
• Background in requirements gathering and documentation
• Understanding of user experience principles
• Proficiency in testing methodologies and best practices

What Success Looks like: 

Day 1-30

• Complete comprehensive training on all internal systems, apps, and tools
• Gain access to all necessary platforms (email, Slack, bug tracking system, etc.)
• Learn standard operating procedures for ticket handling and escalation
• Shadow experienced team members on support calls and ticket resolution
• Master the feedback monitoring process across all channels (email, community, Slack)
• Learn documentation requirements for different types of issues
• Understand the bug reporting workflow and communication channels with dev team
• Begin handling basic support tickets independently with supervision
• Respond to 80% of support tickets within established timeframes
• Successfully resolve 70% of basic technical issues without escalation
• Create properly formatted bug reports for development team
• Establish baseline understanding of common user issues and solutions

Day 31-60

• Handle full volume of support tickets independently
• Begin identifying patterns in user issues and suggesting proactive solutions
• Begin participating in testing new features and bug fixes
• Start providing structured feedback to development team
• Learn project coordination processes and tools
• Maintain 90% response rate within SLA
• Increase resolution rate to 85% for basic and intermediate issues
• Successfully coordinate testing of at least 2-3 bug fixes
• Create first draft of project requirements document
• Receive positive feedback from users on support interactions

What We Are Offering You:

• Competitive salary and opportunity for growth
• 401k matching at 100% for the first 3% 
• Long Term Disability
• Short Term Disability
• Life Insurance
• Vision Insurance
• Dental Insurance
• A fun, family-first team

Position Type:

Full-Time Salary Employee 

Salary Range:

Competitive and based on experience

ABOUT Salt Strong:

As the largest saltwater fishing club in America with a burning desire to help our Members save time and money. We offer a fast-paced, growing, family-focused, tech-forward environment where ownership, accountability, and passion for winning as a team are essential. As a team, we’re constantly pushing ourselves to improve, to create new innovations, and we believe great ideas come from lots of different places and team members.

Our Core Beliefs:

• Fail Forward
• Family First
• Create WOW

HOW TO APPLY:

If you think you might be a fit for this job, please do the following steps:

Email your resume with the subject line “IT Support Analyst / Tech Support” to Nick+TechSupportResumes@saltstrong.com.

Note: All inquiries, emails, and resumes will remain 100% CONFIDENTIAL.

We will contact you after we have a week or two to review all resumes.