Technical Support Analyst

Power Wellness•Lombard, IL

22h•Hybrid

About The Position

The Technical Support Analyst designs, supports, maintains, implements, and evaluates computer networking systems and core business systems under general direction. The role provides technical support, training, and guidance to company staff using computer equipment and applications. It installs and tests hardware and software, resolves problems, and performs related duties as required. The position provides Level 1 and Level 2 support for team members locally and remotely, manages support requests and system incidents, maintains documentation and systems, and supports hardware, software, and technology acquisitions. It also helps protect company data, recommends system enhancements, supports disaster recovery and business continuity efforts, and participates in an after-hours on-call rotation. The role is based in Lombard, Illinois, with a hybrid schedule of three days in the office and two days working from home. Out-of-state travel may account for up to 20% of annual work hours.

Requirements

Associate degree in an information technology-related field, or at least two years of experience performing duties equivalent to those of a Technical Support Analyst.
CompTIA A+ certification or an equivalent certificate.
Prior experience supporting, implementing, and/or administering Microsoft Windows and Mac OS systems and software suites.
Strong analytical and troubleshooting skills.

Nice To Haves

Bachelor's degree in an information technology-related field.

Responsibilities

Manage support requests through the Power Wellness Support Center ticketing system.
Provide Level 1 and Level 2 technical support to team members locally and remotely by phone and remote software.
Manage day-to-day operations, including new and changed user requests and system incident resolution.
Follow, complete, and document the company system maintenance regimen.
Provide in-depth support for Microsoft Office in a mixed Windows and Mac operating system environment.
Install, support, and troubleshoot desktops, laptops, printers, and other technologies and peripherals.
Provide excellent customer service and apply organizational and project management skills.
Update and maintain relevant Information Systems and Technology documentation.
Serve as a liaison between Power Wellness, team members, customers, consultants, and vendors.
Maintain compliance with company policies, guidelines, service levels, and procedures.
Oversee and assist with computer- and software-related acquisitions and maintenance.
Research, recommend, and implement enhancements to current Information Systems.
Help ensure the security of Power Wellness company data.
Maintain knowledge of current Information Systems technologies and awareness of business-related trends, advances, and improvements.
Maintain working knowledge of the company's computer systems and core software.
Facilitate issue escalation and assist with Disaster Recovery and Business Continuity efforts.
Promote compliance with federal, state, and local laws.
Promote the company image through sound and ethical business practices and represent the company professionally.
Participate in an after-hours on-call rotation.
Maintain a positive and professional demeanor in work-related interactions and relationships.
Travel out of state for up to 20% of total annual work hours.
Perform other duties as assigned.