IT Support Analyst

hace 3 días

Desde casa, México Research Solutions A tiempo completo

The **IT Support Analyst** ensures the efficient operation of our employees' software and hardware systems. This role provides direct technical support to internal team members and contributes to a secure, productive, and collaborative environment. The position reports to the Technical Support Manager.**Responsibilities**- Manage technical support tickets in Zendesk, including gathering necessary information to resolve or escalate tickets 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, walking them through solutions remotely and contacting manufacturers for warranty-covered hardware when necessary.- Ensure all equipment is up to date with the latest software updates.- Provide technical assistance to end-users, resolving hardware and software issues promptly and effectively.- Install and update company-approved software on laptops.- Perform administrative tasks in Microsoft 365, HubSpot, and other systems, strictly adhering to company policies with a security-first mindset.- Continuously learn and adapt to new systems and skills as the company grows.**Requirements**:- Advanced knowledge of Windows 10 and 11.- Above-average proficiency in Microsoft 365 administration.- **Strong written and verbal communication skills in English and Spanish.**:- Motivation to use downtime 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, with a willingness to take initiative.- Excellent problem-solving skills and a logical approach to challenges.- Strong interpersonal skills and ability to work effectively in a team environment.- Critical thinking skills - ability to interpret tickets and user-provided information to determine the most effective resolution while following established procedures.- Previous experience in Windows technical support.- Ability to follow instructions in English and focus on tasks without distraction.- Security mindset - prioritize data and hardware security while following established approval guidelines.**Desired Skills**- Experience as a Desktop Support Technician or similar role.- Familiarity with IT ticketing systems and remote support tools.- Outstanding interpersonal and customer service skills.- Experience working in a medium-sized business environment.- Ability to work independently and collaboratively.**_Advancing the world’s knowledge._**Research Solutions, Inc. (NASDAQ:RSSS) provides cloud-based technologies to streamline the process of discovering, accessing, managing, and analyzing scientific content.Since its founding, the company has been a pioneer in developing solutions to serve researchers. Today, more than 70 percent of the top research organizations and academic institutions rely on our family of products to enable progress.

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