Technical Support Analyst
About The Position
PrimeSource Building Products, Inc. is seeking an experienced, reliable, and hardworking Support/Help Desk Analyst to provide technical support to users throughout the company. The position is based at the company’s corporate headquarters in Irving, Texas; it is not a remote position. The analyst is expected to maintain technical support service levels at or above company standards and contribute ideas to improve processes. The role includes mobile, telecom, and mobile-device support, extensive interaction with end users, and other technical support duties as needed. The position requires working effectively as part of a team, adapting to new situations, troubleshooting across a range of technical areas, and generating solutions even for situations outside normal support scenarios. The analyst will manage their own time and task priorities, work with business entities to gather project requirements, and collaborate with business teams to implement process improvements. A bachelor’s degree from a four-year college or university, three to five years of related experience and/or training, or an equivalent combination of education and experience is required. The role calls for knowledge of internet software, Microsoft Office, mobile devices, PC hardware support, Windows XP, 7, and 8/10, and experience with problem solving. The analyst must be able to support users remotely using supplied tools, while working from headquarters.
Requirements
- Bachelor’s degree from a four-year college or university, three to five years of related experience and/or training, or an equivalent combination of education and experience.
- Knowledge of internet software and Microsoft Office, including Word, Excel, and Outlook.
- Knowledge of mobile devices, PC hardware support, and Windows XP, 7, and 8/10 operating systems.
- Experience with problem solving.
- Experience with Active Directory, Windows Event Viewer, Remote Desktop Protocol, and Microsoft Updates.
- Experience supporting computer hardware, including monitors, add-on cards, docking stations, cabling, and other peripherals.
- Experience with wired and wireless networks, Bluetooth, hardware installation, and device driver management.
- Experience with printer management and basic Layer 1 network troubleshooting.
- Experience supporting iOS and Android mobile devices.
- Knowledge of DHCP, DNS, and other standard network protocols.
- Ability to support users remotely using supplied tools.
- Ability to adapt to new situations and work effectively as part of a team.
- Ability to work from the corporate headquarters in Irving, Texas; this is not a remote position.
Responsibilities
- Provide support for company users across Windows, Microsoft Office, laptops, desktops, tablets, IP phones, and miscellaneous hardware and software.
- Provide mobile, telecom, and mobile-device support and interact extensively with end users.
- Maintain technical support service levels at or above company standards.
- Manage time and priorities for assigned tasks.
- Recommend potential savings and improvements to management.
- Develop and implement process improvements in collaboration with business teams.
- Work with business entities to gather requirements for projects when necessary.
- Recommend changes that will improve the department.
- Troubleshoot across different technical areas and generate solutions, including for unusual situations.
- Conduct surveys to determine user needs.
- Contribute to and support team members.
- Support users remotely using supplied tools.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
