Technical Support Analyst
About The Position
We are looking for a motivated and detail-oriented Technical Support Analyst to join our IT team. This role is essential in delivering high-quality support for desktop and laptop issues, Windows OS, Apple iOS, JAMF/MDM, and Office 365 administration. The ideal candidate will have foundational technical skills, excellent customer service, and a strong willingness to learn and grow within a collaborative team environment. This role requires a proactive approach to resolving issues and assists in technical projects while maintaining high standards of communication and collaboration. This role will report to the office of the CIO.
Requirements
- 1-3 years of experience in a technical support role or similar capacity. This requirement may be substituted with proven technical proficiency and other customer service experience.
- Basic knowledge of desktop and laptop support, Windows OS, Apple iOS, JAMF/MDM, and Office 365 administration.
- Must have a willingness to be cross-trained on other tangential enterprise platforms.
- Familiarity with basic Active Directory tasks, such as user account management and password resets.
- Good verbal and written communication skills with the ability to clearly explain technical issues to users.
- Strong problem-solving skills with a keen attention to detail and a methodical approach to troubleshooting.
- Must participate in on-call rotation and provide after-hours support as needed.
- Must be able to safely lift 50 lbs. independently without assistance.
- Must be able to sit at a workstation (computer/monitor) for an extended period.
- Must have reliable transportation and be able to service locations across Arizona (mileage reimbursement program in place).
- Must be able to crawl under desks, move around in attic spaces, and be physically capable.
- Must be able to safely use ladders, tools, components, and other specialty equipment for installations and maintenance.
Responsibilities
- Provide day-to-day support for desktop and laptop troubleshooting, Windows OS, Apple iOS, iPhone and iPad support, and Office 365 administration.
- Assist with managing and troubleshooting end-user computing environments, ensuring user satisfaction and efficient problem resolution. This role is often the first person to diagnose and troubleshoot technical issues.
- Independently install technology equipment, including cable runs, computers, monitors, display mounts, projectors, tv’s, and other tangential technology-based equipment.
- Participate in an on-call rotation to provide after-hours support for critical issues.
- Be available for off-hour support as required to address urgent technical problems and system outages.
- Assist in technical projects, such as system upgrades and deployments, under the guidance of senior staff.
- Maintain high levels of customer satisfaction. Be service-minded towards others.
- Work closely with other IT team members, departments, 3rd party vendors, and stakeholders to address and resolve technical issues effectively.
- Create and maintain and develop accurate and comprehensive runbook documentation for processes, configurations, and troubleshooting steps.
Benefits
- Health, dental, and vision insurance offerings
- 401(k) plan with company match
- Paid time off and holidays
- Company-provided cell phone & service plan
- Opportunities for professional development, training, and career advancement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
