As a Technical Support Analyst, you will serve as the primary point of contact for internal users seeking technical assistance. You'll respond to help desk inquiries via phone and email, accurately capturing user details and issue descriptions while maintaining a professional and empathetic tone.
Key Responsibilities
- Provide Tier 2 technical support for desktop systems, software, and operating systems across Windows and macOS platforms.
- Remotely diagnose and resolve user issues using remote access tools, minimizing downtime and ensuring prompt service delivery.
- Configure, image, and maintain laptops, desktops, printers, and peripheral devices.
- Support core business applications including Microsoft 365, Teams, email clients, antivirus, backup solutions, and specialized GDS software.
- Manage user accounts and permissions in Active Directory, Exchange, and Office 365 environments.
- Assist with onboarding by setting up accounts, provisioning devices, and guiding new hires through initial setup.
- Document troubleshooting steps, resolutions, and recurring issues to improve knowledge sharing and prevent future incidents.
- Collaborate with vendors and internal teams to escalate and resolve complex technical problems.
- Develop user-friendly training materials, FAQs, and procedural documentation to empower end users.
- Perform preventative maintenance on workstations and peripherals to extend equipment life and reduce failures.
- Participate in on-call rotations and be available for after-hours support during critical outages or scheduled system updates.
Qualifications
- Associate’s degree in Management Information Systems, Computer Information Systems, or equivalent experience.
- Minimum of three years in end-user technical support within a corporate environment.
- Hands-on experience with Windows 10/11, Mac OS, Microsoft 365, Active Directory, and remote access tools such as VPN and RDP.
- Familiarity with ITSM platforms like ServiceNow, BMC, or Salesforce for ticketing and workflow management.
- Understanding of cybersecurity best practices and adherence to organizational security policies.
- Strong customer service skills with the ability to explain technical concepts in clear, non-technical terms.
- Excellent time management, attention to detail, and the ability to prioritize in fast-paced situations.
- Self-directed with a proven ability to follow through on tasks from initiation to resolution.
Preferred Skills
- Experience with endpoint management tools such as Intune or SCCM.
- Background supporting Mac OS in enterprise settings.
- Knowledge of employee onboarding workflows.
- Industry certifications such as CompTIA A+, Network+, MCP, or ITIL Foundation are a plus.
- Willingness to travel occasionally for on-site support at company locations across the country.
Work Environment
This is a hybrid role requiring at least three days per week at a designated office location in the United States, Canada, UK, Ireland, or Australia. Occasional after-hours work and weekend availability may be required. The role operates within a collaborative, service-driven culture focused on delivering consistent, high-quality support and continuous process improvement.
