Tech Support Analyst - ONSITE

Tech Support Analyst - ONSITE

Overview
Are you interested in providing top-notch IT support, using your problem-solving skills in a fast-paced environment? Do you enjoy working with cutting-edge technology and being part of a team that's transforming processes and doing things differently? If so, this is your opportunity to be part of a great team!

The Tech Support Analyst is responsible for providing IT support to internal employees, resolving or escalating issues promptly and professionally across multiple communication channels. This role also supports internal IT activities such as rolling out new technologies, driving user adoption, ensuring smooth IT onboarding for new hires, and contributing to a robust knowledge base to support automation and AI initiatives.

Responsibilities

• Provide Tier 2 support for end-user computing devices for employees and contingent workers, serving as an escalation point for Tier 1 support.

• Respond to incidents and requests in a ticketing system, delivering resolutions in a complex, fast-paced business environment.

• Deploy and troubleshoot devices including laptops, desktops, printers, MFPs, and wireless devices in accordance with security policies.

• Reimage computers/hard drives and perform Move, Add, and Change functions, including installation and decommissioning.

• Install, configure, and troubleshoot Windows, macOS, Microsoft Office/365, Internet browsers, and proprietary applications.

• Configure and support remote users, including VPN client setup and connectivity.

• Provide customer training and develop knowledge documentation.

• Adhere to ITIL change, incident, and problem management processes, meeting established SLAs.

• Deliver personalized, high-touch customer service, including support for senior executives.

• Collaborate with business units, Active Directory, Messaging, Networking, Engineering, Information Security, Service Desk, and vendors.

• Maintain accurate asset inventory and participate in asset management activities.

• Troubleshoot issues ranging from applications and Microsoft Suite to hardware such as mobile devices, laptops, PCs, and printers.

• Contribute to continuous improvement efforts by identifying ways to reduce service desk volume and creating/submitting knowledge base articles.

Requirements

• Two years of tech support or relevant experience.

• Strong communication, documentation, troubleshooting, and problem-solving skills.

Preferred

• Experience managing and supporting Microsoft Active Directory domains, Microsoft Office/365, corporate networks, and mobile device technology.

• Working knowledge of Windows OS, PC hardware, networking principles, and mobile technologies.
  
  
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