Technical Support Analyst (5 days a week onsite) Plano, TX
Ryan Specialty•Plano, TX
•Onsite
About The Position
The Technical Support Analyst is responsible for troubleshooting and resolving issues with modern networks, switches, routers, firewalls, and wireless technologies. The role ensures continuous improvement of customer service by driving initiatives for increased first-call resolution and implementing enhancements in technical support processes. They maintain accurate documentation, perform ticket reviews, manage the RMA process, and provide subject matter expertise and support across IT departments.
Requirements
- Bachelor’s degree in Computer Science or a related field with a minimum of 6 months of related experience.
- Experience with Exchange, Microsoft Products, Active Directory
Nice To Haves
- Cisco Certified Network Associate (CCNA), or CompTIA A+ is preferred.
- Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time
Responsibilities
- Troubleshoots modern networks, switches, routers, firewalls, and wireless technologies.
- Provides resolutions to problems, recommend corrective actions for recurring issues, and escalate complex problems to appropriate support tiers when necessary.
- Ensures continuous enhancement of the customer service experience, driving initiatives to increase first-call resolution, and implementing improvements in technical support processes for the company.
- Maintains accurate documentation of technical issues, resolutions, and procedures, and recommendations for preventing future occurrences, contributing to continuous improvement.
- Performs ticket reviews verifying categorization, accurate ticket documentation, and identifies areas for first call resolution.
- Delegates hardware installation, deployment, and/or replacement work to technicians.
- Participates in Disaster Recovery tests and activities and consults with Business Units needing technical guidance and/or requirements.
- Handles the Return Merchandise Authorization (RMA) process and support equipment procurement, ensuring compliance with IT policies and standards.
- Provides subject matter expertise, training, technical assistance, and support to the IT Help Desk, project teams, and other IT departments.
Benefits
- paid time off for company holidays, vacation, sick and personal days
- paid parental leave
- mental health services
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
