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Senior Technical Support Analyst

2 months ago

Lancaster, United States OpSec Full time
Senior Technical Support Analyst

OpSec is the world leader in brand authenticity and integrity, with a heritage spanning more than 40 years. We serve many of the world’s leading brand owners, licensors, and media rights owners (including around half of the Interbrand 100 Best Global Brands 2021) and are the only provider that addresses brand value and vulnerability across physical and digital domains. OpSec is also a provider of high-security and compliance solutions to governments. At OpSec, designers work with technologists, integrators, analysts, and domain experts to ensure solutions are brand-led, practical, and effective.

Position Summary & Objective

The Technical Support Analyst plays a critical role in an organization's IT infrastructure by providing first-line technical support to users. They are responsible for responding to user inquiries, diagnosing, and resolving technical issues, and documenting the steps taken to resolve problems. In addition to resolving immediate issues, Technical Support Analysts also identify and escalate issues that require higher-level support and follow up with users to ensure their satisfaction with the resolution.

Essential Functions Performed by the Position

  • Responding to user inquiries, troubleshooting hardware, software, and network-related issues, and providing solutions in a timely and effective manner
  • Analyze and resolve technical problems related to hardware, software, and network systems, and documenting the steps taken to resolve the issue
  • Identify and escalate complex technical issues to higher-level support teams and following up with users to ensure their satisfaction with the resolution
  • Maintain and update user accounts, passwords, and other security-related information in a timely and secure manner
  • Create and update a knowledge base of solutions to common technical issues, to improve the efficiency of future support
  • Monitor systems and applications to ensure they are functioning properly and responding to alerts to resolve issues
  • Communicate effectively with users, provide updates on the status of their requests, and maintain a positive and professional demeanor in all interactions.
  • Respond to user inquiries and support requests through various channels (e.g., phone, email, chat)
  • Troubleshoot hardware, software, and network-related issues
  • Install, configure, and maintain software and hardware
  • Update and maintain user accounts, passwords, and other security-related information
  • Escalate issues to higher-level support teams as needed
  • Document solutions to common technical issues in a knowledge base
  • Monitor systems and applications to ensure they are functioning properly
Knowledge, Skills and Abilities
  • Knowledge of operating systems, software applications, and hardware components, as well as experience with remote access and remote desktop tools.
  • Strong analytical and problem-solving skills to diagnose and resolve technical issues in a timely and effective manner.
Required Education and Experience
  • Bachelor's degree in computer science, information technology, or a related field is often preferred, but it may not be mandatory for entry-level positions. Relevant certifications, such as A+, Network+, or Microsoft Certified Systems Administrator (MCSA), can also be beneficial.
  • 5 + years’ experience in a Technical Support Analyst role
  • Experience in a helpdesk or customer support environment
  • Demonstrated proficiency in operating systems, software applications, and hardware components, as well as experience with remote desktop tools and remote access technologies
  • Experience in a customer-facing role and a strong commitment to providing excellent customer service
Licenses or Certifications Required
  • CompTIA A+ covering hardware, software, and network troubleshooting
  • CompTIA Network+ focusing on network technologies
  • Microsoft Certified Systems Administrator (MCSA) in Microsoft Windows operating systems and server technologies
  • ITIL Foundation focusing on the best practices for IT service management


What we offer:

OpSec offers competitive benefits, tailored to each region in which we operate. In addition to benefits, our employees enjoy perks such as company-sponsored wellness programs, volunteer opportunities, regular team building and engagement events and learning and development opportunities.

We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

We receive a high number of applications, so apologies if we are unable to provide specific feedback. If you are a fit for the role, we shall be in contact.