Job Description

What You'll Do

The Technical Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. The Technical Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT team members or teams.

The Technical Support Analyst will also perform root cause analysis, identify trends, and develop knowledge base articles for typical problems. This position will support multiple platforms including desktops, laptops, Macs, mobile devices, and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.

Qualifications

Who You Are

• Support a variety of users with divergent needs and skill levels while providing exceptional customer service in person, via remote assist, via phone and email as appropriate
• Translate user needs into viable solutions; work independently and as part of a team; work collaboratively to make necessary decisions and respond to emergency situations effectively
• Functions as the key contact for all requests, provides consultation and support, communicates effectively to convey technical information
• Test fixes to ensure the problem has been adequately resolved and perform post-resolution follow-ups and confirmation to verify end-user satisfaction
• Manage and prioritize the flow of incoming support requests and escalate issues to other IT specialists or teams
• Effectively resolve helpdesk issues including troubleshooting Windows desktops and laptops, Mac OS X hardware and software related issues as well as mobile devices, peripherals, and videoconferencing equipment
• Reviews user requirements and needs for software and services; proactively performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training
• Maintains detailed records of all work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources
• Review, create and update documentation in shared knowledge base

The Tech Stuff

• Associates Degree in Computer Science, Information Technology, or a related field
• 2+ years’ experience with desktop operating systems Including Windows and Mac OS X
• 2+ years’ application support experience troubleshooting hardware and software problems
• 2+ years’ experience supporting handheld smartphones and tablets
• 2+ years’ direct customer service experience and using remote desktop support tools
• 2+ years’ experience with Enterprise e-mail and communication tools
• Proficiency in Microsoft O365. Knowledge of basic computer hardware

Additional Information

The PERKS

If you ask any of our employees here at Burwood “what we love”, the top answer is always the same: our culture. Our employees are driven, innovative, fun-loving, and always willing to help. In addition to that, Burwood also offers some fantastic benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Savings Plan

Our Commitment to Diversity & Inclusion

We are not intent on being the largest company; but rather, the best. These are the words we live by. This means we welcome all the best talent - regardless of gender, race, ethnicity, sexual orientation, disability, religion, and age.

Being open to all cultural backgrounds, life experiences, thoughts and ideas not only strengthens company culture but also encourages different-in-kind thinking and promotes economic success.