Technical Support Analyst

Oxford Industries•Lyons, GA

11d•Onsite

About The Position

The Technical Support Analyst provides technical customer service and support to home office, corporate, distribution center, and retail store end-users in a distributed, Microsoft365 environment. Performs Incident and Problem resolution and troubleshooting on technical systems and infrastructure. Fulfills and delivers user requests. Provides Oxford Industries business and retail users with front line Service Desk services for all installed hardware and software including workstations, network, servers, business applications, and retail systems. This position is on-site 5 days a week at the Oxford Distribution Center located in Lyons, GA. This role also requires lifting/moving equipment up to 50 pounds. Support a hybrid/remote user base including corporate headquarters, home offices, retail stores, and distribution centers. Answer incoming incident tickets and calls to troubleshoot and resolve technical problems of minor to intermediate complexity with a focus on first contact resolution. Fulfill and deliver user service requests. Perform Microsoft 365 administration tasks including but not limited to creating and deleting accounts, resetting passwords, adjusting permissions, and managing Exchange mailboxes as necessary. Translate successful Incident resolution steps into knowledge base documents and repeatable processes. Configure, install, and support Windows 11, MacOS, and iOS hardware and software according to company standards and best practices. Work with senior support personnel and collaborate across IT teams to perform break/fix analysis involving troubleshooting and correcting technical problems of medium complexity in a timely manner and determine when escalation is necessary. Perform Microsoft 365 administration tasks including but not limited to creating and deleting accounts, resetting passwords, adjusting permissions, and managing Exchange mailboxes as necessary. Translate successful Incident resolution steps into knowledge base documents and repeatable processes. Configure, install, and support Windows 11, MacOS, and iOS hardware and software according to company standards and best practices. Work with senior support personnel and collaborate across IT teams to perform break/fix analysis involving troubleshooting and correcting technical problems of medium complexity in a timely manner and determine when escalation is necessary.

Requirements

Minimum of 2 years of college or an Associate’s degree in computer technology preferred.
Generally, 2+ years of working experience with computer hardware and software support.
Experience supporting Microsoft Windows 11, Microsoft 365, Active Directory/Entra, Exchange, SharePoint, and Office365 in a Microsoft-networked computer environment.
Experience supporting collaboration and meeting platforms such as Microsoft Teams or Zoom, as well as related conferencing hardware.
Familiarity with warehouse and fulfillment hardware – Zebra label printers, handheld scanners
Solid foundational understanding of networking & remote connectivity.
Experience developing knowledge base articles and technical documentation.
Proficiency configuring and managing Windows 11, MacOS, iOS, and Android hardware and software using mobile device management systems – Microsoft Intune
Proficiency supporting and managing enterprise print services.
Strong fulfillment hardware troubleshooting skills.
Ability to respond to technical issues in a timely fashion with an emphasis on customer service.
Ability to manage and prioritize multiple tasks under pressure.
Good communication and exceptional customer service skills using all forms of media.
Professionalism, and a tolerance for ambiguity.

Nice To Haves

Have the ability to analyze complex process problems, identify causes, determine potential process improvements including potential technology solutions.
Communicate effectively both orally and in writing, with a variety of people who have different skill levels of technical competence.
Excellent organizational time management skills. Able to manage and prioritize multiple, simultaneous asks.
Efficient in Microsoft Office Suite, including analytical and reporting tools.
Competent in business process mapping.
Ability to learn quickly

Responsibilities

Support a hybrid/remote user base including corporate headquarters, home offices, retail stores, and distribution centers.
Answer incoming incident tickets and calls to troubleshoot and resolve technical problems of minor to intermediate complexity with a focus on first contact resolution.
Fulfill and deliver user service requests.
Perform Microsoft 365 administration tasks including but not limited to creating and deleting accounts, resetting passwords, adjusting permissions, and managing Exchange mailboxes as necessary.
Translate successful Incident resolution steps into knowledge base documents and repeatable processes.
Configure, install, and support Windows 11, MacOS, and iOS hardware and software according to company standards and best practices.
Work with senior support personnel and collaborate across IT teams to perform break/fix analysis involving troubleshooting and correcting technical problems of medium complexity in a timely manner and determine when escalation is necessary.