Technical Support Analyst

Technical Support Analyst

Department: Corporate/Administrative

Employment Type: Full Time

Location: Raleigh, NC

Reporting To: Orville Williams

Description

As a Technical Support Analyst , you will be responsible for customer service and routine maintenance of the computer desktop environment by analyzing and resolving computer hardware & software issues, installing hardware and software, and supporting local and remote end-users. Your tasks will include general end-user support and performing hardware/software maintenance, upgrades, and configurations.

In order to be successful in this role, you must have the ability to multi-task and support user issues via telephone and remote access applications. *You will also be responsible for providing first-level support to users for various desktop applications, operating system issues, as well as user settings.

Your Primary Responsibilities will include
Primary position responsibility is supporting end-users and customer service.
Respond to requests for technical assistance in person, via phone, and electronically.
Follow Help Desk operating procedures; accurately resolve and document all tickets using a ticket tracking system.
Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
Configure, support, troubleshoot, and resolve issues associated with desktop and laptop computers, printers, remote access, and file shares.
Configure, support, troubleshoot, and resolve issues associated with Microsoft Office 365 and other applications.
Configure, support, troubleshoot, and resolve issues associated with Audio Visual and video conferencing equipment.
Support, troubleshoot, and resolve issues related to network issues.
Creating configuration and user documentation of supported applications and systems.
Create user accounts based on company policies
Performs hardware & software installs, desk moves, adds, and changes as required
Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
What you'll need Bachelor's or associate degree preferred.
A+ or Net+ certifications preferred.
At least, one-year technical support preferred.
Experience with Microsoft Windows Operating Systems - Desktop and Enterprise Systems, e.g., Windows 11.
Experience with Microsoft Office 365
Experience with Apple OS X
Experience with Inventory/Procurement/Asset Management is a plus.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Excellent oral and written communication skills.
Ability to provide technical support over the phone, professional demeanor, previous customer service experience strongly desired.
Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
Ability to remain productive during slower times, be able to multitask effectively during busy times.
Ability to always exercise patience and professionalism.
Ability to work with or without direct supervision.
Ability to travel to remote offices on an as-needed basis.
Flexibility to work with varying hours, overtime, and on weekends with minimal notice.
Strong work ethic and emphasis on attention to detail.
Must be able to lift 50 lbs., reach, bend, stretch, stand, sit, twist, and stoop for extended periods of time.
Must have a valid driver's license.
DRMP Offers Excellent compensation package
Outstanding holiday and paid-time-off programs
401(k) Plan and Match
Career Path Development Program (Management & Technical Career Tracks)
Mentorship Program
Tuition Reimbursement
Parental Leave
Competitive health and dental insurance premiums
Variety of voluntary benefit options
Short-Term Disability/Long-Term Disability
Company-furnished life insurance
Employee Assistant Program (EAP)
Flexible Spending Account
and More

DRMP is a Drug and Alcohol Free workplace, an Equal Employment Opportunity employer and E-Verify employer.