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Technical Support Analyst

2 months ago

Milwaukee, Wisconsin, United States Tier4 Group Full time

About Tier4 Group: We are a leading organization committed to delivering exceptional onsite technical assistance. Our team is composed of skilled professionals focused on equipping new employees with laptops and peripherals, as well as managing device lifecycle refreshes. We take pride in providing outstanding technical support in a dynamic and demanding environment.

Position Overview: We are in search of a Technical Support Analyst who is enthusiastic about troubleshooting technical challenges and dedicated to improving the client experience. This role requires utilizing your expertise in PC and mobile device hardware, software configurations, operating systems, and local area networks to resolve technical issues and assist our users.

Key Responsibilities:

  1. Technical Assistance:
  • Deliver multi-channel technical support (Home Office and Field) in a fast-paced setting while managing multiple tasks (e.g., handling two simultaneous chat sessions) and prioritizing as necessary.
  • Utilize your experience, established communication methods, and knowledge resources to execute processes and resolve issues while effectively informing clients about the technology landscape.
  1. Client Experience Engagement:
  • Employ functional and technical expertise for problem analysis, utilizing software tools to develop solutions and test fixes to resolve issues at the first point of contact whenever feasible.
  • Conduct initial consultations with clients to comprehend and address their requirements.
  1. Continuous Improvement and Innovation:
  • Identify opportunities for process and service enhancements with a mindset geared towards ongoing learning and improvement.
  • Collaborate with seasoned team members to foster innovation and implement new ideas.
  1. Interpersonal Relationships:
  • Build and maintain strong relationships with both internal and external teams.
  • Engage in temporary project or support assignments as required.
  1. Client Communication:
  • Exhibit excellent customer service skills, both internally (Home Office) and externally (Field), with the capability to communicate effectively in both verbal and written forms at all levels.
  • Propose suggestions for enhancing the client experience.

Required Qualifications:

  • Associate's or Bachelor's degree in Computer Science, Management Information Systems, or a related discipline OR substantial relevant work experience.
  • A minimum of 2 years of experience in a technical Help Desk role.
  • Advanced knowledge of computer and mobile device hardware and software troubleshooting, including proficiency in using software support tools.
  • Strong verbal and written communication skills, with the ability to quickly establish rapport and create a unique client experience.
  • Excellent analytical skills and the ability to address problems effectively.
  • Meticulous attention to detail, including proficiency in clear and concise ticket documentation.
  • Flexibility to adapt to the evolving needs of the organization.

Technical Skills:

  • Asset Management/Desktop Support
  • Desktop Imaging Deployment
  • Equipment Setup

Preferred Qualifications:

  • Ability to collaborate effectively within a team.
  • Strong attention to detail.
  • Experience with Windows 11 and MAC OSX support.
  • Capability to perform under pressure when necessary.

If you are driven, detail-oriented, and passionate about technology support, we would be eager to hear from you.