Technology Support Analyst

ACCO Engineered Systems•Pasadena, CA

4h•Hybrid

About The Position

The Technology Support Analyst is responsible for delivering technical support across enterprise applications, hardware, and mobile technologies to both office and field personnel. This role ensures timely resolution of issues, supports system access and device management, and maintains a high level of customer service. The Analyst collaborates with internal teams and stakeholders to troubleshoot complex issues, improve processes, and enhance the overall user experience. This position also contributes to documentation, workflow management, and continuous improvement of IT service delivery within the business.

Requirements

Hands-on experience with device imaging, provisioning, software installation, operating system deployment (Windows/macOS), and basic hardware troubleshooting.
Experience supporting device fulfillment, mobile devices, peripherals, and inventory/asset lifecycle management in a corporate environment.
Proficiency with IT ticketing and asset management systems, including ServiceNow or similar ITSM/IAM platforms.
Working knowledge of endpoint and mobile device management solutions, preferably IBM MaaS360, along with experience supporting Apple and Windows device ecosystems.
Experience supporting core business technologies including Microsoft Office, Box, Google Workspace, mobile applications, and user access technologies such as Azure MFA.
Strong troubleshooting, problem-solving, organizational, and execution skills with a high attention to detail and commitment to quality.
Strong communication and customer service skills, with the ability to build trusted relationships across end users, field teams, vendors, and technical staff while maintaining confidentiality.
Regular, reliable attendance and the ability to work in a fast-paced office, warehouse, or operational support environment is required.

Nice To Haves

Technical certification, or coursework in IT, Computer Science, or a related field.
Experience with Hardware Asset Management (HAM) is a plus.
Familiarity with Apple Business Manager, telecom/carrier support, collaboration tools such as Zoom, and AV technologies such as Crestron is preferred.
Flexibility to support after-hours or weekend business needs as required.

Responsibilities

Provide technical support for software, hardware, mobile devices, and enterprise applications for office and field users
Analyze incoming support requests across enterprise systems to identify patterns, evaluate system performance, and recommend proactive solutions for office and field users.
Troubleshoot, diagnose and resolve complex issues, escalating when appropriate and maintaining ownership through completion
Support enterprise systems including ERP, mobile workforce applications, cloud storage, and collaboration platforms
Evaluate mobile device management methodologies to improve device provisioning, compliance monitoring, and security standard execution across the business.
Manage user accounts and access, including onboarding/offboarding, permissions, and multi-factor authentication
Monitor and manage support queues, ensuring proper documentation, prioritization, and adherence to service standards
Identify recurring technical issues and user-impacting trends and opportunities for improvement, contributing to root cause analysis, knowledge base documentation and continuous process improvement
Conduct technical assessments of conference room, audio-visual, and collaboration technologies to ensure system reliability and scalability.
Perform additional duties and responsibilities as assigned by management to support evolving business needs