Technical Support Analyst

hace 6 días

Desde casa, México Research Solutions A tiempo completo

**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 hardware-related 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 end-users, 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 security-first 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
- Detail-oriented and proactive attitude, willing to take initiative
- Excellent problem-solving 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, fact-finding, 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 medium-sized 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.

**About Research Solutions

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