Staff Technical Support Analyst
Posted Updated
Description
To ensure you’re set up for success, you will bring the following skillset & experience:
- Hands-on experience in Service Desk, Desktop Support, End User Support (EUS/EUC), or IT Technical Support.
- Strong practical troubleshooting knowledge of Windows and macOS endpoints.
- Working knowledge of Microsoft 365, Outlook, Teams, and OneDrive.
- Experience troubleshooting authentication, identity, password, and access-related issues.
- Experience with ITSM platforms, preferably BMC Helix / Smart IT.
- Experience with laptop deployment, imaging/reimaging, hardware troubleshooting, peripherals, and printer support.
- Basic troubleshooting experience with office AV equipment.
- Understanding incident management, service request fulfilment, escalation processes, SLAs, and ITIL practices.
- Experience maintaining accurate ticket records, troubleshooting notes, and technical documentation.
- Strong customer service, verbal, and written communication skills.
- Ability to troubleshoot independently while knowing when and how to engage appropriate resolver teams.
- Ability to work effectively as an onsite IT representative while collaborating with geographically distributed teams.
- Strong ownership and follow-through, with the ability to coordinate technical issues across multiple teams and vendors.