Technical support Analyst

Capgemini•Columbia, SC

5d•Hybrid

About The Position

Capgemini is seeking a skilled Help Desk / Technical Support Analyst with experience providing first- and second-level technical support in an enterprise environment. The role involves supporting end users, troubleshooting hardware and software issues, and ensuring timely resolution of incidents while working closely with IT and business teams.

Requirements

At least 1 year of hands-on experience in a Help Desk or Technical Support role in an enterprise IT environment.
Strong knowledge of Windows and/or macOS operating systems, hardware troubleshooting, and common enterprise applications.
Experience with ticketing systems.
Basic understanding of networking concepts, VPNs, printers, and remote support tools.
Strong communication, customer service, and problem-solving skills with the ability to support non-technical users.

Responsibilities

Provide first-level and second-level technical support for end users via phone, email, and ticketing systems.
Troubleshoot and resolve issues related to desktops, laptops, operating systems, applications, and network connectivity.
Log, track, and manage incidents and service requests to resolution within defined SLAs.
Collaborate with infrastructure, application, and security teams to escalate and resolve complex technical issues.
Maintain documentation, knowledge articles, and standard operating procedures to improve support efficiency.

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

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