Technical Support Analyst

About the role

We are adding a full-time Technical Support Analyst to our dedicated team. Our team provides personalized service and a comprehensive range of workplace essentials, ensuring seamless business operations. We value trust, strong relationships, and career growth opportunities.

What You'll Do

• Maintain our desktop computing environment by diagnosing and resolving issues, installing hardware and software, and providing IT Helpdesk support.
• Manage and support company PCs, printers, servers, and related equipment, handling user assistance, license tracking, and system upgrades.
• Provide Tier 1 technical support to W.B. Mason employees, addressing IT issues and cases with quick resolution and user education.
• Deliver exceptional customer service by thoroughly understanding problems, identifying root causes, implementing efficient solutions, and conducting follow-ups.
• Configure, set up, test, and troubleshoot a wide array of hardware, including desktops, laptops, printers, and mobile devices.
• Offer advanced support for software applications, encompassing Microsoft products, third-party software, and internally developed applications.
• Prioritize and organize incoming support tickets, escalating them to the appropriate support tiers or groups.
• Occasionally conduct on-site visits to W.B. Mason office locations for scheduled support, system upgrades, and new implementations.

What We're Offering

• Competitive pay
• Medical and dependent care benefits
• Blue Cross Blue Shield Health Plans with a $0 deductible (in-network)
• Dental Vision
• Flexible spend program
• Short- and long-term disability
• Company-paid or supplemental life insurance
• A 401(k) plan
• Company-paid cell phone plan with unlimited texting, calling, and data
• Paid holidays

Qualifications

• Flexibility to work slightly varying shifts to provide proper coverage
• Understanding of general IT concepts and a passion for technology
• Strong working knowledge of Microsoft Windows and Microsoft Office suite
• Strong knowledge of network environments, including the ability to recognize and diagnose connectivity problems ranging from local to domain organizational outages
• Ability to deliver excellent customer service and effectively problem solve and troubleshoot technical issues remotely as well as in-person
• Ability to thrive in a fast-paced, technically challenging, and constantly changing environment
• Ability to manage multiple tasks with different priorities
• Ability to lift up to 50 pounds
• Ability to travel 10-20% of the time

Apply

If you meet these qualifications, then hit apply - we're ready for you to become our Technical Support Analyst!