Technical Support Analyst I

Headquarters Careers At Servpro Industries • Gallatin, TN

6h • Onsite

About The Position

The Technical Support Analyst I is responsible for providing basic customer support through various communication channels to include but not limited to phone, email, and chat while utilizing excellent customer service skills. This technician is a generalist with an entry-level of understanding of SERVPRO systems. Responsibilities encompass support for a technical nature for corporate and franchise users. You will Provide user support for SERVPRO applications provided for the Franchise and Headquarters users. Actively participate in learning SERVPRO systems and focus on continuous learning and staying up to date with SERVPRO releases, enhancements, and vendor updates. Provide support for PC/Desktop workstations, software, printers, and other equipment support by Information Systems. Utilize a Ticket Management Software to manage and maintain a record of all support calls for responses. Allocate work efforts to follow the time expectations developed by Information Technology Management for the percent of time spent on initiatives, requests, and support. Actively and consistently support all efforts to simplify and enhance the Franchise and Headquarters experience. Demonstrate expertise by providing sound, creative technical approaches and thorough knowledge of Microsoft applications, upgrades, patches, and new system technology as utilized in the SERVPRO environment. Assist with the development of user documentation for software developed in-house, as well as documentation concerning the application of commercial software to SERVPRO processes. Attend Information Technology staff meetings. Provide other duties and functions as requested by Management.

Requirements

• Ability to read, write, and communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• One to three years of experience in a technical environment, providing technology support to end-users preferred.
• Understanding of Microsoft applications and systems.
• Understanding of installing, maintaining, enhancing, and upgrading of these applications.
• Understanding of PC Desktop and LAN environments and components.
• High School Diploma or GED required.

Nice To Haves

• Technical Support Certifications preferred but not required.

Responsibilities

• Provide user support for SERVPRO applications provided for the Franchise and Headquarters users.
• Actively participate in learning SERVPRO systems and focus on continuous learning and staying up to date with SERVPRO releases, enhancements, and vendor updates.
• Provide support for PC/Desktop workstations, software, printers, and other equipment support by Information Systems.
• Utilize a Ticket Management Software to manage and maintain a record of all support calls for responses.
• Allocate work efforts to follow the time expectations developed by Information Technology Management for the percent of time spent on initiatives, requests, and support.
• Actively and consistently support all efforts to simplify and enhance the Franchise and Headquarters experience.
• Demonstrate expertise by providing sound, creative technical approaches and thorough knowledge of Microsoft applications, upgrades, patches, and new system technology as utilized in the SERVPRO environment.
• Assist with the development of user documentation for software developed in-house, as well as documentation concerning the application of commercial software to SERVPRO processes.
• Attend Information Technology staff meetings.
• Provide other duties and functions as requested by Management.

Benefits

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED