Technical Support Analyst

About the company

About the role

Workplace

• The posting identifies the Charlotte role as onsite.

What you’ll do

• Support systems and applications for internal and external customers.
• Configure and install new systems and upgrade and support existing systems.
• Automate processes, reporting, and responses where possible.
• Troubleshoot issues through remediation and root-cause analysis and address causes to prevent recurrence.
• Improve operations, stay informed about relevant IT technologies, and partner with internal technical teams on advanced issues.
• Document solutions so teammates can resolve issues more quickly.

What you’ll bring

• A technical BA/BS degree or evidence of exceptional ability.
• At least one year of technical customer or desktop support experience and advanced troubleshooting ability.
• Fundamental knowledge of Office 365 and Active Directory, plus general IT technologies and best practices.
• Strong communication, collaboration, analytical, and problem-solving abilities; adaptability and willingness to learn and share knowledge.
• Ability to lift and relocate end-user computing devices weighing up to 40 pounds.
• Ticketing-system experience is preferred, including Jira; exposure to command lines or scripting and understanding of basic networking protocols are also listed.

Benefits and development

• The company describes ongoing training and professional development opportunities.
• Listed benefits include paid healthcare, dental and vision premiums for employees and eligible dependents, gym benefits, 401(k) contributions, employee stock ownership after one year, PTO, and paid volunteer time.