Technical Support Analyst

at  Research Solutions

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.
• Strong technical skills in desktop hardware, operating systems, and software applications.
• Familiarity with the concept of a ticketing system
• Outstanding interpersonal and customer service skills.
• Ability to work independently and as part of a team.

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.