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Technical Support Analyst

2 months ago

Charlotte, North Carolina, United States Syntricate Technologies Full time
Technical Support Analyst
Company - Syntricate Technologies
Contract Position

Job Overview:
The Technical Support Analyst is responsible for delivering daily technical assistance for hardware and software systems. This role involves engaging with users to address issues, including troubleshooting, fault resolution, and escalation of complex problems.

Key Responsibilities:
  • Deliver exceptional customer service while navigating a dynamic and complex environment with minimal supervision. Provide advanced end-user support for both on-site and remote locations.
  • Offer comprehensive on-site call center assistance, including:
    • Configuration, installation, and troubleshooting of various PC hardware such as laptops, desktops, tablets, printers, and mobile devices.
    • Install, configure, and resolve issues related to Windows operating systems, MacOS, and Microsoft Office Suite, among other applications.
  • Generate incident and problem summaries, status updates, and project reports as necessary. Adhere to ITIL processes for change, incident, problem, and asset management, ensuring compliance with established work instructions.
  • Collaborate with second and third-tier support teams to guarantee prompt resolution of intricate end-user technology challenges, ensuring service level agreements are met.
  • Maintain precise inventory records and documentation.
  • Conduct end-user training sessions and create knowledge documentation.
  • Manage the deployment, procurement, and collection of desktop equipment from users.

Educational Background:
  • Preferred vocational and/or technical education.

Experience Requirements:
  • Minimum of 3 years of relevant experience; 5 years preferred.

Physical Demands:
  • Role requires heavy physical work.