Technical Support Analyst

The Technical Support Analyst provides technical assistance to users across our organization and all lines of business. The ideal candidate will have a strong understanding of computer systems, hardware, software, and networking, and will be able to troubleshoot and resolve technical issues efficiently and professionally.

Your primary responsibilities will include responding to support tickets, diagnosing hardware and software problems, configuring software applications, and providing training and guidance to users on best practices. You will also be responsible for escalating complex issues to higher-level support or specialized teams when necessary. In addition, you will contribute to the development and maintenance of technical documentation, user guides, and knowledge base articles.

To succeed in this role, you should have excellent communication and problem-solving skills, a customer-focused attitude, and the ability to work independently as well as part of a team. A background in information technology, computer science, or a related field is preferred, along with relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar. This position offers an exciting opportunity to work in a dynamic and challenging environment where you can develop your technical skills and make a meaningful impact on the organization.

Responsibilities:

• Respond to user inquiries and support requests via phone, chat, text, email, or ticketing system.
• Diagnosing and resolving hardware, software, and network issues.
• Configure and update software applications and operating systems.
• Document technical issues and solutions in the knowledge base.
• Manage escalated customer issues and resolve them promptly.
• Escalate unresolved issues to higher-level support teams.
• Provide training and guidance to users on IT tools and best practices.
• Monitor ticket patterns and volume and report anomalies.
• Maintain accurate user, organization, and equipment information in the ticketing and asset management system.
• Collaborate with other IT staff to recommend improvements that improve efficiency and efficacy for our support teams.
• Train, mentor, and support other TSD staff.
• Stay updated on industry trends and best practices.
• Ensure concise, clear, and regular verbal and written communication with ticket requestors for all active tickets encountered.
• Adhere to established standards by the IT organization.
• Willingness to work extra hours as needed to support seasonal trends.
• Up to 10% business travel
• Other duties as assigned.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience
• 1-3 years of experience in technical support or IT help desk role
• Strong knowledge of Windows, macOS, and iOS operating systems
• Familiarity with networking concepts and troubleshooting
• Excellent communication and people skills
• Proficient in the ability to mediate, counsel, and empathize with ticket requestors to ensure expectations are exceeded.
• Ability to prioritize and manage multiple tasks.
• Experience with ticketing systems such as Zendesk
• Experience in working with an omnichannel contact center including calls, emails, chats, & SMS.
• Certifications such as CompTIA A+ or Microsoft Certified, or similar demonstration of continuous learning preferred
• High level of diligence and thoroughness
• Ability to work independently and in a team environment.
• Ability to analyze data and make informed decisions.
• Strong problem-solving and conflict resolution skills
• Must be willing to work onsite on a graveyard shifting schedule