Technical Support Analyst

Job Description

We are seeking a highly skilled Technical Support Analyst to join our dynamic team. The ideal candidate will provide troubleshooting support to resolve technical issues, assist users with software and hardware inquiries, and ensure the efficient operation of technology across the organization.

Responsibilities

• Respond to user inquiries regarding technical issues in a timely manner.
• Document all support interactions and resolutions in the ticketing system.
• Assist users with software installation and upgrades while providing guidance.
• Monitor and manage network performance and troubleshoot issues as they arise.
• Participate in team meetings to discuss and review technical support metrics.
• Develop training materials and resources for staff on technical systems.
• Evaluate user needs and recommend appropriate hardware or software solutions.
• Provide train-the-trainer sessions for advanced user support.
• Perform regular system checks and preventive maintenance on IT equipment.
• Collaborate with vendors to resolve hardware and software issues.

Requirements

Education

• Bachelor's degree preferred
• Certification in IT service management is highly desirable

Experience

• 3+ years of experience in IT support or customer service roles

Technical Skills

• Remote Support Tools

Soft Skills

• Interpersonal Skills

Certifications

• Cloud computing certifications (AWS, Azure) are a plus

Languages

• English: Fluent

Advantageous

• ITIL certification: Experience with ITIL framework is advantageous.
• Experience with customer relationship management (CRM) software: Experience in using CRM tools for tracking support requests.

Benefits

• Comprehensive health benefits including dental and vision
• 401(k) retirement plan with matching contributions
• Flexible hours allowing work-life balance
• Employee wellness incentives

Company Culture

• Innovation-Driven: We prioritize innovation and encourage our team to bring fresh ideas to the table.
• Employee Engagement: We actively seek employee input and engagement to drive company initiatives.
• Work-Life Balance: We support a healthy work-life balance through flexible work arrangements.