*role*
the technical support analyst works towards ensuring the efficient operation of our employees' software and hardware systems. Your responsibilities will encompass a wide range of tasks focused on technical support. The position reports to the technical support manager.
*responsibilities*
- manage technical support tickets in zendesk ticketing system, including gathering necessary information to resolve or escalate the ticket appropriately and providing detailed documentation of steps taken
- troubleshoot and resolve software and hardware problems for windows and macos company laptops using gotoassist remote desktop software
- assist users with hardware-related issues by walking them through reasonable steps remotely and/or contacting manufacturer for hardware under warranty
- ensure all equipment is up to date with the latest software updates.
- provide technical assistance to end-users, resolving hardware and software issues.
- install / update approved software on company laptops
- assist with administrative tasks in microsoft 365, hubspot, and other systems, strictly adhering to company policies and with a security-first mindset.
- eagerness and aptitude to learn new systems and skills on an ongoing basis as our company grows.
*requirements*:
- above average windows 10 and 11 knowledge
- above average microsoft 365 knowledge
- proficient written and verbal communication skills in english and spanish
- motivation to use down time to learn new skills; insatiable desire to learn and improve.
- strong organizational skills with the ability to manage multiple tasks and priorities
- detail-oriented and proactive attitude, willing to take initiative
- excellent problem-solving skills and a logical approach to challenges
- strong interpersonal skills, capable of working effectively in a team environment
- critical thinking skills - ability to interpret tickets and information in them provided by users using context clues, fact-finding, existing it procedures, and approval structure, and to take the appropriate actions to determine most effective resolution
- windows technical support experience
- ability to follow instructions in english
- ability to focus on tasks without becoming distracted
- security mindset - perform job in a way that keeps data and hardware security foremost priority and relies on established approval guidelines
*desired skills*:
- experience as a desktop support technician or similar role.
- experience working in a medium-sized business environment.
- familiarity with the concept of a ticketing system
- outstanding interpersonal and customer service skills.
- ability to work independently and as part of a team.
*our people & culture*
we believe that anything is possible when the right people come together. Our culture is where people unite, support, and collaborate to do incredible work. We are a team that trusts, promotes, and celebrates each other because we know that when we win, we win together.
*about research solutions