Customer Support Analyst

Requirements

• 2 or more years of experience in the installation, maintenance, and technical support of workstation hardware.

• Proficiency in configuring and troubleshooting Microsoft Office 365, Outlook, and Windows operating systems.

• Experience with supporting diverse IT peripherals including networked printers, mobile devices, and smartphones.

• Experience in performing advanced system troubleshooting across local and wide area network (LAN/WAN) environments.

• Experience with reserving, setting up, and resolving issues on audio-visual (AV) and video conferencing equipment.

• Experience with managing help desk ticketing queues, performing root cause analysis, and documenting technical resolutions.

• Excellent communication skills to resolve complex tier 2 support issues and deliver technical training to end-users.

Responsibilities

• Install, configure, and restore complex workstation hardware, operating systems, and specialized software applications.

• Resolve Tier 2 service desk support tickets of medium to high difficulty across the enterprise organization.

• Maintain and repair auxiliary IT equipment including network-attached printers, mobile devices, and system firmware.

• Set up, test, and troubleshoot audio-visual arrays and video conferencing systems for scheduled corporate sessions.

• Monitor the Service Desk ticketing queue continuously and perform detailed root cause analysis on recurring technical faults.

• Generate and maintain structured technical documentation, knowledge base logs, and manufacturer warranty repair records.

• Coordinate operational IT projects while sharing system updates and receiving feedback from cross-functional technical teams.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more information about Resourcesoft and our services, please visit our website.