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Technical Support Analyst
2 weeks ago
Overview
We are seeking a highly motivated and detail-oriented Technical Support Analyst to join our IT support team. This role is essential in providing comprehensive technical assistance to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of computer systems across various operating environments including Windows, macOS, and Linux. The ideal candidate will possess strong communication skills, a solid understanding of computer networking, and experience with help desk tools such as ServiceNow, Jira, BMC Remedy, and firewall management. This position offers an opportunity to work in a dynamic environment where problem-solving and customer service are paramount.
Responsibilities
- Provide technical support to end-users via phone, email, or remote access, addressing issues related to hardware, software, and network connectivity.
- Troubleshoot and resolve problems involving operating systems such as Windows, macOS, and Linux.
- Assist with desktop support tasks including installation, configuration, and maintenance of computer hardware and peripherals.
- Manage and resolve service requests using ServiceNow, Jira, and BMC Remedy ticketing systems efficiently.
- Support network infrastructure including LAN configurations, firewall settings, VPN connectivity, and basic computer networking issues.
- Diagnose and troubleshoot software problems related to Microsoft Office applications and other enterprise software.
- Collaborate with cross-functional teams to escalate complex issues when necessary and ensure timely resolution.
- Maintain documentation of support activities and solutions for future reference.
- Communicate technical information clearly to non-technical users with excellent customer service skills.
Requirements
- Proven experience in technical support or desktop support roles within an IT environment.
- Strong knowledge of operating systems including Windows, macOS, and Linux.
- Familiarity with network concepts such as LAN setup, VPN configuration, firewalls, and general computer networking principles.
- Experience with help desk ticketing tools like ServiceNow, Jira, or BMC Remedy.
- Ability to troubleshoot hardware components and perform basic hardware repairs or replacements.
- Knowledge of software troubleshooting techniques for common applications like Microsoft Office suite.
- Understanding of security protocols including firewall management and VPN security measures.
- Excellent communication skills with the ability to convey technical information effectively to diverse audiences.
- Customer service orientation with a proactive approach to problem resolution. This role is ideal for individuals passionate about IT support who thrive in fast-paced environments requiring technical expertise combined with strong interpersonal skills.
Job Types: Full-time, Part-time
Pay: $45,000.00-$60,000.00 per year
Expected hours: 40 per week
Benefits:
- Extended health care
- Life insurance
- Paid time off
- Vision care
Work Location: In person
