Senior Technical Support Analyst

This role is based out of our Seattle, WA corporate office and is an in-office position, requiring full-time onsite presence Monday-Friday.

About the role

As part of the IT Service Desk Team, the Senior Technical Support Analyst (Tier 2) performs a variety of complicated tasks and works closely with the applications, network, server, and engineering teams. Responsible for providing end user software, hardware, and network support. Identifies, researches, and resolves technical problems presented through Tier I, II, and III support. Documents, tracks, and monitors problems to ensure timely resolution. Also plays a key role in developing new configurations and software deployment packages.

Responsibilities

• Install, maintain, and configure customer hardware and software for PC, MAC, network printers, and other network devices.
• Troubleshoot and coordinate resolution of desktop problems, remote system connections, software, and equipment errors.
• Create and update technical and procedural documentation related to the installation and maintenance of PCs and MACs.
• Independently design software distribution solutions using available toolset and technical expertise.
• Research, evaluate, and test hardware/software products and systems solutions. Install, configure, and test hardware and software, prepare reports and proposals for service.
• Provide patch management for the distributed environment.
• Provide back-up support as needed for Systems Administrators.
• Configure and maintain Smartphones.
• Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.
• Collaborate with other IT departments to ensure best practices and standards are being followed and the platform technology is being leveraged.
• Other duties as required that may include but are not limited to occasional travel to support new or relocation store/restaurant/Marlin Bar openings.

Requirements

• CompTIA A+ certification or comparable experience required.
• CompTIA Network+/CompTIA Server+ or comparable experience desired.
• Minimum of 3 years of working experience with computer hardware and software.
• Experience working with a Microsoft-networked computer environment.
• Experience working with Apple products is a plus.
• Experience working with Microsoft Entra is a plus.
• Strong hardware/software/networking troubleshooting skills.
• Strong Windows AD management skills.
• Ability to respond to technical issues in a timely fashion with an emphasis on customer service.
• Ability to manage and prioritize multiple tasks under pressure.
• Excellent verbal communication skills.
• Excellent phone and e-mail etiquette and customer service skills.

Physical Requirements

• Ability to lift and/or move up to approximately 50 pounds occasionally.
• Occasionally able to bend, stoop, and/or kneel as required.
• Ability to travel approximately 3% of the time.

Benefits

• Health, Dental, Vision insurance for full-time employees.
• 401K with generous matching program.
• Generous paid time off.
• Potential Annual Bonus Opportunity.
• 50% discount at restaurants and retail locations.
• Career advancement opportunities.

For more benefit-related information, please visit Tommy Bahama Benefits.

Pay

Rate Range: 27.21 - 40.80 USD Hourly. Multiple factors will vary the applicable rate of pay for this role, including an individual’s experience, knowledge, and skillset, as well as work location and available budget.