Support Technician/Sr. Customer Support Analyst

Job Summary Customer Support Analyst / Onsite Support Technician- Charlotte, NC. Provide onsite technical support for in Charlotte, NC. Act as primary contact for technical support requests via phone, ServiceNow, Teams, and email. Diagnose, resolve, and document technical issues related to desktops, laptops, POS systems, and peripherals. Perform hands-on imaging, configuration, deployment, troubleshooting, and hardware replacement for end-user devices. Support Microsoft 365 applications (Outlook, Teams, OneDrive, Office) and resolve user account/access issues. Troubleshoot and support store-level technology, including POS workstations, printers, and scanners. Manage incident tickets from initial triage through resolution or escalation, ensuring timely communication and SLA adherence. Escalate unresolved issues to appropriate infrastructure, networking, POS, or vendor support teams. Create and update knowledge base articles, and identify opportunities for process improvement and automation. Maintain accurate ticket documentation and contribute to knowledge sharing within the team. Utilize ITSM platforms (preferably ServiceNow) for incident management and ticket tracking. Demonstrate strong customer service skills, professionalism, and the ability to work independently with minimal supervision. Support store operations and minimize disruptions during POS deployment, occasionally providing weekend support. Collaborate with technical teams and store personnel to ensure smooth deployment and technology support. Uphold high standards in communication, organization, problem-solving, and attention to detail.