Technical Support Analyst
Jobtailor
Provide troubleshooting and root cause analysis for customers with current support contracts Identify, prioritize, and resolve technical support issues Monitor support issues and report software inefficiencies and trends Communicate ticket updates through the ECRS help desk portal, including troubleshooting steps, requested information, and delivery expectations Collaborate with Team Leads, Escalation Managers, Development, QA, Sales, and other teams Use accounting software to complete replacement orders and return authorizations Remotely install hardware using ECRS documentation and manufacturer diagnostic and installation programs Coordinate with on-site partners for hardware installation and troubleshooting Analyze, support, and refine technical documentation Work at least one non-consecutive week of on-call duty each quarter Requirements Live in Boone or near Boone and be willing to work in the office 5 days a week Basic IT skills and a genuine love for technology Experience with technical help desk procedures, customer service, or retail operations Basic knowledge of installing, operating, testing, planning, and configuring relevant technologies Intermediate to advanced root cause analysis and troubleshooting skills Experience with PC hardware/software repair and correction Basic understanding of retail environments and operations Strong work ethic, professional attitude, and teamwork Strong written, verbal, and personal communication skills Top-tier customer service skills Ability to manage multiple priorities with flexibility to meet changing needs Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+ Proficiency in Spanish is a plus Must be authorized to work in the United States Core Competencies Demonstrates strong troubleshooting and root cause analysis skills, with a focus on technical support and customer service in retail environments. Proficient in hardware installation and repair, with effective communication and collaboration abilities across teams. Highest-signal resume keywords Root Cause Analysis Technical Support PC Hardware/Software Repair Customer Service Technical Certifications ATS Optimization Keywords Hard Skills Troubleshooting Root Cause Analysis PC Hardware Repair Software Installation Technical Help Desk Procedures Operating Systems Configuration Testing Planning Documentation Analysis Soft Skills Teamwork Communication Skills Work Ethic Flexibility Customer Service Skills Certifications & Qualifications CompTIA A+ CompTIA ITF CompTIA Network+ Qualified Integrated Reseller Industry Keywords Retail Operations Technical Support Customer Service IT Skills On-Call Duty Tools & Technologies ECRS Help Desk Portal Accounting Software Diagnostic Programs Installation Programs #J-18808-Ljbffr
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H&R Block
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Boone, NC3 days ago$41.6k - $52k
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Johnson, Mirmiran, and Thompson Inc.
Boone, NC14 hours ago
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