Technical Support Analyst

Elliott Davis • Nashville, TN

2d • Hybrid

About The Position

The Technical Support Analyst is responsible for providing desktop support and limited desktop administration for the Firm’s in-house employees, contract employees, and remote employees. This person will work with internal clients and peers in the identification, escalation, and resolution of issues, delivery of projects, software/hardware testing, training, and product documentation support. This position is envisioned as an opportunity for an entry-level technology professional with a moderate degree of existing experience, a positive attitude, and a high interest level in technology to provide world-class support and service in an exciting and fast-paced environment.

Requirements

• Bachelor’s degree strongly preferred
• Periodic travel is required for projects, training, office relocations, office visits, or to assist other Support Analysts
• This is a fulltime in-office role with the ability to work remotely on a limited basis after training
• 1-2 years’ professional experience working in IT, tech-support, or related field
• Previous customer service experience strongly preferred
• Familiarity with technical concepts, practices, and procedures including Active Directory, workstation imaging, and Microsoft System Center
• Proactive nature and ability to rely on your experience and judgement to plan and accomplish goals
• Excellent written, communication, and social skills
• The ability to work both independently and collaboratively with a team
• Strong analytical and critical-thinking skills; ability to develop creative solutions
• Ability to occasionally lift up to 50 pounds

Responsibilities

• Maintaining, repairing, and troubleshooting desktop hardware and software packages, as well as mobile desktop hardware and software packages, including devices such as Android and iPhone
• Loading workstations for new hires, including desk and office setup with required hardware
• Creating documentation such as guides for end-users that describe steps for operating various hardware and software platforms
• Helping maintain our firm's internal IT ticketing system, ensuring ticket issues are resolved efficiently and in a timely manner
• Working closely with various firm members to answer their technical inquiries, debug issues, and make recommendations
• Assist with troubleshooting and resolution of trouble tickets across Firm footprint, including but not limited to: phone support, remote support, onsite support
• Document procedures and best practices when necessary

Benefits

• generous time away and paid firm holidays, including the week between Christmas and New Year’s
• flexible work schedules
• 16 weeks of paid maternity and adoption leave, 8 weeks of paid parental leave, 4 weeks of paid and caregiver leave (once eligible)
• first-class health and wellness benefits, including wellness coaching and mental health counseling
• one-on-one professional coaching
• Leadership and career development programs
• access to Beyond: a one-of-a kind program with experiences that help you expand your life, personally and professionally

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level