Technical Support Analyst

Real Floors•Irving, TX

2d•Onsite

About The Position

The Technical Support Analyst will deliver prompt and efficient technical assistance to our nationwide team of over 900 employees. In this role, the Technical Support Analyst will demonstrate commitment to customer service by actively listening to employees' concerns, utilizing a solid technical background to diagnose and resolve issues, and adeptly managing shifting priorities. Proficiency in articulating technical solutions with clarity, patience, and support is crucial for fostering effective collaboration within the team.

Requirements

1-3 years of recent help desk experience
Minimum – 2-year degree in a technical area of study, OR a completed certification in Microsoft or Comp TIA.
2 years of PC hardware support experience
Intermediate knowledge of Windows 10, including the Windows registry
Intermediate knowledge of Google Apps Suite and Microsoft Office
Experience in implementing and maintaining imaging solutions
Excellent interpersonal, customer support and problem solving skills
Prior experience working in a team environment

Responsibilities

Offers technical support to company employees through phone and email systems to solve general technical problems through a ticketing system.
Creates, maintains and terminates user accounts within Active Directory, Google Apps, CommandLink, DocStar and other business systems.
Troubleshoots and resolves network connectivity issues such as printing/scanning, LAN, WAN, wireless, VPN, and Remote Desktop issues.
Configures and ships equipment for new users, or for users due for an upgrade.
Terminates users, removes and backs up local data, and ensures that equipment is returned or reassigned.
Maintains the IT inventory system.
Provides on-site and remote support for the company’s technology equipment, including but not limited to: laptops, desktops, monitors, docking stations, network printers, copiers, scanners, VOIP phones, postage machines and projectors.
Supports software applications including, but not limited to: Windows, Google Apps, RFMS, DocStar, Google Chrome, Internet Explorer, Microsoft Office, Adobe, Remote Desktop, internal applications and mobile devices (Apple, Android).
Collaborates within the IT team, as well as with company leaders on special projects.
Provides emergency support during an on-call schedule covering weekends and weekday evenings.
Establishes and maintains positive working relationships with employees across the organization, departments, and locations. Functions as an effective member of the IT team, assisting co- workers as needed and learning from colleagues and supervisors.
Supports the goals of the IT department. Participates in special assignments and activities as required or approved; demonstrates initiative in the interest of the organization.
Upholds the values and culture of the company. Demonstrates professionalism and integrity and conducts oneself in a manner that reflects favorably on the organization.
Maintains confidentiality of company information and follows procedures for any disclosure.
Adheres to all applicable state insurance regulation requirements and other applicable laws, regulations, and standards.
Other duties as assigned by management.