Part-time Technical Support Analyst

TNTP

1d • $28 - $42 • Remote

About The Position

The Part-time Technical Support Analyst is responsible for providing technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools, platforms and products. The Analyst responds to incoming calls and service and incident tickets from our virtual workforce and assists with technical issues. Issues may involve troubleshooting access, online services, printers, smart phone support, and procuring, configuring, and deploying new hardware to staff, and coordinating hardware repairs. This position will work closely with other members of the Technology department to diagnose and resolve user problems, questions and inquiries ensuring that procedures are aligned with established organizational policies and enterprise best-practices (ITIL). The Technical Support Analyst must be an experienced, self-motivated individual who is committed to delivering an outstanding customer support experience and should have a strong technical understanding of enterprise hardware, applications and networked systems. The candidate is also expected to be sensitive to the various needs and abilities of users and should possess excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude. Specifically, you will:

Requirements

• Love technology. You enjoy being at the forefront of new technologies and digging into system development.
• Be a natural problem-solver. You can quickly identify challenges, analyze the root causes, and propose solutions and tools to help staff.
• Provide strong support to TNTP staff. You’ll regularly interact with staff, providing high levels of customer service. You can communicate directly, concisely and articulate technical information to any audience.
• Be willing to step up to the plate. You’re eager to contribute and learn, willing to provide solutions before we even know there are issues. You make and contribute to ongoing process improvements.
• Build relationships. You’ll regularly partner with the broader Operations team on Technology. You can connect and build relationships with a diverse group of staff.
• Bachelor’s degree in Business, Technology, or related field (or equivalent experience).
• 3+ years' experience in enterprise networked systems support exhibiting excellent troubleshooting skills and ability to respond to and utilize remote tools to address and resolve issues
• Hands on experience using and managing ticketing platforms such as Remedy, ServiceNow, HEAT, or similar tools.
• Critical thinking, problem solving, attention to detail and organizational skills
• Expert computer hardware break-fix skills
• In depth troubleshooting skills with Microsoft products, including Microsoft 365 (SharePoint, OneDrive, Teams, Outlook Word, Excel, etc.)
• Hands-on experience with Windows 11
• Knowledge and experience with Active Directory and/or Azure AD
• Familiarity with usage and configuration of iOS smartphone devices
• Experience responding to and utilizing remote tools to address and resolve issues
• Ability to prioritize and manage multiple responsibilities simultaneously
• Strong communication skills with ability to facilitate discussion, resolve problems, and understand the needs and desires of the customer
• Flexibility and comfort with ambiguity
• Ability to productively work from home with a high degree of accountability

Nice To Haves

• Bilingual abilities are a plus.
• One of the following certifications (or higher) preferred: HDI, MCSE, CCNA, MCP, A+, ITIL Foundations
• Experience with Microsoft Intune preferred but not required

Responsibilities

• Provide remote tier 1.5 technical assistance and support to all staff using Microsoft 365, Salesforce, Workday, computers, mobile devices and various other enterprise applications in a timely and accurate fashion. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as remotely accessing end user devices
• Ensure timely completion of Service Desk incident tickets, service requests and maintenance of ticketing queue in alignment with team service level agreement objectives
• Assist with the deployment, provisioning, maintenance, and recycling of hardware and devices including Windows and macOS laptops, Windows 365 Cloud PCs, and iOS devices using Microsoft Intune and other tools.
• Performs regular configuration administration, operating system / application installation and updates, threat scanning analysis to ensure optimum computer workstation performance.
• Assist with maintaining asset tracking system to ensure accurate and updated inventory information on all workstations and equipment.
• Proactively document steps for solutions, how-to's and configuration of software for internal team members.
• Collaborate with other technical staff to ensure efficient operation of TNTP’s cloud computing resources
• Monitor and escalate alerts from various computer systems to appropriate technical and administrative staff

Benefits

• TNTP offers a motivated team of dynamic colleagues, a collegial atmosphere that values professional development and valuable feedback, and the chance to impact the direction of a growing, mission-driven company that is committed to the success of our nation’s children.
• We also offer an inclusive environment where staff are encouraged to bring their whole selves to work each day.
• We also ensure that individuals with disabilities are provided with reasonable accommodation for the interview process.

What This Job Offers

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