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.

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.
• Strong technical skills in desktop hardware, operating systems, and software applications.
• 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.

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• 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.