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Technical Support Analyst
2 months ago
Position: Technical Support Analyst
Location: Onsite in Dallas, TX
Contract Duration: 1 year
Key Qualifications:
- Proficient in desktop technical support.
- Skilled in hardware and software installations.
- Familiar with operating systems such as Windows and Mac.
- Experienced in ticket management.
- Ability to provide remote support independently.
- Strong problem-solving skills.
- Self-motivated, yet comfortable seeking assistance when needed.
- Capable of managing a high volume of support requests daily.
Core Responsibilities:
- Serve as a resource in On-site Technical Support, applying expertise to resolve complex technology challenges.
- Conduct laptop troubleshooting, maintenance, and administration.
- Provide support and troubleshooting for Apple MacBook devices.
- Assist with setup and configuration of Apple iOS and Android devices.
- Possess knowledge of HP, Xerox, and Canon printing devices.
- Proactively address complex technology support issues.
- Demonstrate strong understanding of Windows 10 and Office 365.
- Utilize instant messaging tools such as Microsoft Teams.
- Exhibit excellent customer service skills by engaging with users to resolve intricate technology problems.
- Perform root cause analysis to swiftly recover from service disruptions and prevent future occurrences.
- Evaluate the impact of decisions and guide others through the solution process to meet customer and organizational objectives.
- Contribute to team efforts to enhance overall departmental efficiency.
- Coordinate with various teams to fulfill customer requirements.
- Facilitate the implementation and support of defined technology solutions.
- Communicate system updates to customers as necessary.
- Manage inventory tracking and maintenance.
- Document and monitor inquiry statuses, ensuring appropriate responses and follow-ups for customer satisfaction.
- Execute software and firmware upgrades and testing as required.
- Engage in root-cause analysis and troubleshooting to identify and resolve technical issues proactively.
- Participate in post-project analysis, sharing best practices and solutions.
- Provide technical guidance and consult with stakeholders.
Education:
- Bachelor's Degree in Computer Science or a related field; or equivalent experience in IT support.
We look forward to discussing this opportunity further.
