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Technical Support Analyst

2 months ago

Toledo, Ohio, United States Comprehensive Data Services Inc Full time
Job Overview

Position Summary: As a Technical Support Analyst, you will deliver essential technical support to our clients' computer and VoIP users. Your responsibilities will include addressing inquiries and resolving technical issues for clients through in-person interactions, phone communications, or remote assistance tools. You will be tasked with preparing, delivering, and installing end-user hardware in accordance with both company and client standards.

Key Responsibilities:

  • Assist clients with the installation and utilization of hardware and software, including Windows operating systems, printing solutions, common applications, and endpoint security software.
  • Support VoIP phones, switches, and firewalls, while providing basic network administration and configuration services.
  • Proactively manage remote monitoring, management, backup, and patching services through daily evaluations of system and network performance.
  • Collaborate with external hardware and software vendors as necessary.
  • Maintain detailed records of communications, issues, projects, actions taken, and installation activities.
  • Engage in ongoing education and training, both self-directed and provided by the company.
  • Participate in internal and client meetings as required.
  • Identify and communicate opportunities for improvement to management.
  • Perform general office duties as needed.
  • Implement and promote adherence to company policies and procedures.

Work Environment: Although this role involves a significant amount of remote work, it is important to note that this is NOT a fully remote position. On-site client visits and time spent in the office are essential components of this role.

Candidate Profile: The ideal candidate will possess a minimum of two years of relevant experience, preferably in a consulting capacity. Your technical expertise will be validated through education, industry certifications, and references. You should be self-motivated, embrace challenges, and have a commitment to resolving technical issues effectively. A hands-on, client-facing approach is essential, as is the ability to communicate clearly with both technical and non-technical clients in a professional manner.

You should be proficient in all Microsoft desktop and server platforms, Office/Microsoft 365 applications, Remote Desktop, Active Directory, DNS, DHCP, PC hardware, structured cabling, and routers/firewalls (preferably Cisco and Watchguard).

Preferred Qualifications: Familiarity with Hyper-V, VMWare, Azure, MAC OS, Backup and Disaster Recovery technologies, SAN, SD-WAN, VoIP, WordPress, sales, digital marketing, RMM, and/or PSA tools is advantageous.

Additional Requirements: Reliable transportation and a valid driver's license are necessary. Candidates must be able to pass a background check and/or drug test prior to employment.

Compensation: This is a full-time (W2) position with a competitive base salary commensurate with experience, along with performance bonuses and benefits available.