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Technical Support Analyst
hace 7 días
Role
The Technical Support Analyst works towards ensuring the efficient operation of our employees' software and hardware systems. Your responsibilities will encompass a wide range of tasks focused on technical support. The position reports to the Technical Support Manager.
Responsibilities
- Manage technical support tickets in Zendesk ticketing system, including gathering necessary information to resolve or escalate the ticket appropriately and providing detailed documentation of steps taken
- Troubleshoot and resolve software and hardware problems for Windows and macOS company laptops using GoToAssist remote desktop software
- Assist users with hardwarerelated issues by walking them through reasonable steps remotely and/or contacting manufacturer for hardware under warranty
- Ensure all equipment is up to date with the latest software updates.
- Provide technical assistance to endusers, resolving hardware and software issues.
- Install / update approved software on company laptops
- Assist with administrative tasks in Microsoft 365, HubSpot, and other systems, strictly adhering to company policies and with a securityfirst mindset.
- Eagerness and aptitude to learn new systems and skills on an ongoing basis as our company grows.
Requirements:
- Above average Windows 10 and 11 knowledge
- Above average Microsoft 365 knowledge
- Proficient written and verbal communication skills in English and Spanish
- Motivation to use down time to learn new skills; insatiable desire to learn and improve.
- Strong organizational skills with the ability to manage multiple tasks and priorities
- Detailoriented and proactive attitude, willing to take initiative
- Excellent problemsolving skills and a logical approach to challenges
- Strong interpersonal skills, capable of working effectively in a team environment
- Critical thinking skills ability to interpret tickets and information in them provided by users using context clues, factfinding, existing IT procedures, and approval structure, and to take the appropriate actions to determine most effective resolution
- Windows technical support experience
- Ability to follow instructions in English
- Ability to focus on tasks without becoming distracted
- Security mindset perform job in a way that keeps data and hardware security foremost priority and relies on established approval guidelines
Desired Skills:
- Experience as a Desktop Support Technician or similar role.
- Experience working in a mediumsized business environment.
- Familiarity with the concept of a ticketing system
- Outstanding interpersonal and customer service skills.
- Ability to work independently and as part of a team.
Our People & Culture
We believe that anything is possible when the right people come together. Our culture is where people unite, support, and collaborate to do incredible work.
We are a team that trusts, promotes, and celebrates each other because we know that when we win, we win together.
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