This job is closed
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About the position
The Technical Support Analyst is responsible for delivering first- and second-level support for hardware and software products and services. This role involves troubleshooting, diagnosing, and resolving technical issues through effective communication with users, while also assisting with problem recognition and resolution. The position primarily focuses on resolving basic to moderately complex technical problems and escalating advanced issues to senior technicians when necessary. After an initial training period, the role will be performed remotely.
Responsibilities
- Provide remote troubleshooting, repair, and deployment support for Windows 10/11 and Apple products (iPhone, iPad, Mac).
- Assist internal users daily via phone, chat, and email for technical issues.
- Document all troubleshooting efforts and resolutions in a ticketing system.
- Maintain a positive, professional attitude when interacting with users.
- Troubleshoot and resolve issues related to mobile devices, including iPhones, iPads, and Android devices.
- Resolve issues with network printers and multifunction devices.
- Support Active Directory functions, including password resets and managing user/computer group assignments.
Requirements
- Experience in technical support for hardware and software products.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills, both verbal and written.
- Familiarity with Windows 10/11 and Apple operating systems.
- Knowledge of mobile device support, including iPhones, iPads, and Android devices.
- Experience with ticketing systems for documenting issues and resolutions.
Nice-to-haves
- Experience with Active Directory management.
- Familiarity with network printer troubleshooting.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Additional voluntary benefits
- Employee Assistance Program (EAP)
- Commuter benefits
- 401K plan
- Paid Sick Leave
- Holiday pay
