Technical Support Analyst
4 weeks ago
Department: Corporate/Administrative
Employment Type: Full Time
Location: Orlando, FL
Reporting To: Orville Williams
Description
As a Technical Support Analyst, you will be responsible for customer service and routine maintenance of the computer desktop environment by analyzing and resolving computer hardware & software issues, installing hardware and software, and supporting local and remote end-users. Your tasks will include general end-user support and performing hardware/software maintenance, upgrades, and configurations.
In order to be successful in this role, you must have the ability to multi-task and support user issues via telephone and remote access applications. *You will also be responsible for providing first-level support to users for various desktop applications, operating system issues, as well as user settings.
Your Primary Responsibilities will include
- Primary position responsibility is supporting end-users and customer service.
- Respond to requests for technical assistance in person, via phone, and electronically.
- Follow Help Desk operating procedures; accurately resolve and document all tickets using a ticket tracking system.
- Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
- Configure, support, troubleshoot, and resolve issues associated with desktop and laptop computers, printers, remote access, and file shares.
- Configure, support, troubleshoot, and resolve issues associated with Microsoft Office 365 and other applications.
- Configure, support, troubleshoot, and resolve issues associated with Audio Visual and video conferencing equipment.
- Support, troubleshoot, and resolve issues related to network issues.
- Creating configuration and user documentation of supported applications and systems.
- Create user accounts based on company policies
- Performs hardware & software installs, desk moves, adds, and changes as required
- Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
- Bachelor's or associate degree preferred.
- A+ or Net+ certifications preferred.
- At least, one-year technical support preferred.
- Experience with Microsoft Windows Operating Systems - Desktop and Enterprise Systems, e.g., Windows 11.
- Experience with Microsoft Office 365
- Experience with Apple OS X
- Experience with Inventory/Procurement/Asset Management is a plus.
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
- Excellent oral and written communication skills.
- Ability to provide technical support over the phone, professional demeanor, previous customer service experience strongly desired.
- Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
- Ability to remain productive during slower times, be able to multitask effectively during busy times.
- Ability to always exercise patience and professionalism.
- Ability to work with or without direct supervision.
- Ability to travel to remote offices on an as-needed basis.
- Flexibility to work with varying hours, overtime, and on weekends with minimal notice.
- Strong work ethic and emphasis on attention to detail.
- Must be able to lift 50 lbs., reach, bend, stretch, stand, sit, twist, and stoop for extended periods of time.
- Must have a valid driver's license.
- Excellent compensation package
- Outstanding holiday and paid-time-off programs
- 401(k) Plan and Match
- Career Path Development Program (Management & Technical Career Tracks)
- Mentorship Program
- Tuition Reimbursement
- Parental Leave
- Competitive health and dental insurance premiums
- Variety of voluntary benefit options
- Short-Term Disability/Long-Term Disability
- Company-furnished life insurance
- Employee Assistant Program (EAP)
- Flexible Spending Account
- and More
DRMP is a Drug and Alcohol Free workplace, an Equal Employment Opportunity employer and E-Verify employer.
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