Technical Support Analyst I

The Building Center Inc•Pineville, NC

11h

About The Position

We are seeking a motivated and customer-focused individual to join our team as a Technical Support Analyst I. As the first point of contact for our internal clients, you will play a crucial role in providing technical assistance and support to end-users, ensuring their hardware and software issues are resolved promptly and effectively. This position requires a strong commitment to customer service, excellent communication skills, and the ability to troubleshoot and diagnose technical issues.

Requirements

High school diploma or equivalent; additional technical certifications are a plus.
Proven experience in a customer support role, preferably in a help desk or technical support environment.
Strong problem-solving skills and the ability to think analytically.
Excellent communication skills, both verbal and written.
Familiarity with common operating systems (Windows, macOS) and productivity software.
Basic understanding of networking concepts.
Ability to adapt to changing priorities in a fast-paced environment.
Some local travel (NC/SC).
Exceptional patience and empathy when dealing with end-users.
Strong organizational skills and attention to detail.

Responsibilities

Customer Support: Provide first-level technical support to end-users via phone, email, or chat.
Assist users in resolving hardware, software, and network-related issues.
Respond to inquiries in a timely and professional manner, maintaining a high level of customer satisfaction.
Problem Resolution: Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.
Escalate complex problems to the appropriate support teams for resolution.
Document all support interactions, including the nature of the issue and the steps taken to resolve it.
Technical Expertise: Stay up-to-date with the latest technology trends and product updates.
Provide basic technical training to end-users on software applications and systems.
Collaborate with second and third-level support teams to enhance technical knowledge and problem-solving skills.
Team Collaboration: Collaborate with other team members to identify and implement process improvements.
Communicate effectively with colleagues and other support teams to ensure a seamless support experience for end-users.