Technical Support Analyst

As a Technical Support Analyst, you’ll be instrumental in maintaining our desktop computing environment. This involves diagnosing and resolving issues, installing hardware and software, and providing essential IT Helpdesk support. You’ll manage and support the company’s PCs, printers, servers, and related equipment, handling everything from user assistance to license tracking and system upgrades.

Your daily responsibilities will include:

• Providing Tier 1 technical support to W.B. Mason employees, addressing IT issues and cases with a focus on quick resolution and user education.
• Delivering exceptional customer service by thoroughly understanding problems, identifying root causes, implementing efficient solutions, and conducting follow-ups.
• Configuring, setting up, testing, and troubleshooting a wide array of hardware, including desktops, laptops, printers, and mobile devices.
• Offering advanced support for software applications, encompassing Microsoft products, third-party software, and internally developed applications.
• Prioritizing and organizing incoming support tickets, escalating them to the appropriate support tiers or groups
• Conducting occasional on-site visits to W.B. Mason office locations for scheduled support, system upgrades, and new implementations.

Do you have experience in Windows?, * 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

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Disability insurance, * Competitive pay
• Medical and dependent care
• Blue Cross Blue Shield Health Plans with a $0 deductible (in-network) and various design options
• 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. You can also add a family member! ($55/month per line)
• Paid holidays