Our client, one of North America’s leading distributors of
process materials with 40 locations nationwide seeks a full time direct hire Technical Support Analyst. This position is
on-site Mon. – Thur and Remote Fridays.
This position is responsible for providing end user support for
30+ locations across the US. This includes interfacing with end users at all
levels as well as other IT team members. The Service Desk Analyst is the initial point
of contact and is responsible for gathering and analyzing information regarding
the user’s request or issue, troubleshooting, resolving or escalating as needed
and handling the ticket through resolution.
Responsibilities
- Provide support & training to end users via
email, phone and remote support tools.
- Monitor, log and update Service Desk tickets,
ensuring accuracy and timeliness of the ticket data. Keep end users updated as
to the status of their tickets, issues and requests.
- Provide after-hours on-call support for critical
systems.
- Identify any higher level issues and escalate as
appropriate within the Information Technology team.
Qualifications & Skills
- Strong analytical problem solving and
troubleshooting abilities
- Excellent interpersonal and teamwork skills;
able to work both independently and within a team-oriented environment.
- Ability to concisely document processes,
procedures, issues, resolutions; strong writing skills required.
- Excellent interpersonal and communication
skills; able to adapt instructions and guidance to the skill level of the end
user.
- Self-motivated, forward thinking. Able to
multitask in a fast-paced environment; handle multiple issues/requests
simultaneously; able to quickly re-adjust priorities on demand.
- Two to four years experience with:
- Windows 11 setup & configuration,
maintenance, software installation and trouble shooting.
- Microsoft Office products, Microsoft 365.
- PC hardware support and troubleshooting (Lenovo
laptops & desktops a plus).
- Basic knowledge of network connectivity and
troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing &
switching, VPN.
- Familiarity with Microsoft Active Directory
(user & computer accounts, OU’s, Group Policy) and EntraID.
- Printer support (both USB and network) –
hardware, drivers, installation, print queue management, troubleshooting.
- Using remote support tools such as Bomgar, TeamViewer,
etc
- Experience in the follow is a plus
- Microsoft Project, Microsoft Visio, Autocad and
Adobe a plus.
- Hosted VoIP (RingCentral)
- Patch management/configuration tools
(ManageEngine Endpoint Central a plus)
- Email filtering (Proofpoint a plus)
- Available to travel up to 20% on occasions
Skills Required
- Strong analytical problem-solving and troubleshooting abilities
- Excellent interpersonal, communication, and teamwork skills
- Ability to document processes, procedures, issues, and resolutions clearly
- Ability to adapt instructions to users’ skill levels
- Ability to multitask and reprioritize in a fast-paced environment
- Two to four years of experience supporting Windows 11 setup, configuration, maintenance, software installation, and troubleshooting
- Two to four years of experience supporting Microsoft Office and Microsoft 365
- Two to four years of PC hardware support and troubleshooting experience
- Basic network connectivity troubleshooting, including wired and wireless networks, TCP/IP subnetting, DHCP, routing, switching, and VPN
- Familiarity with Microsoft Active Directory, including user and computer accounts, organizational units, and Group Policy
- Familiarity with Entra ID
- Printer hardware, driver, installation, print queue, and troubleshooting experience
- Experience using remote support tools such as Bomgar or TeamViewer
- Availability for after-hours on-call support for critical systems
- Availability to travel up to 20% occasionally
- Experience with Microsoft Project, Microsoft Visio, AutoCAD, or Adobe
- Experience with hosted VoIP platforms such as RingCentral
- Experience with patch management tools such as ManageEngine Endpoint Central
- Experience with email filtering tools such as Proofpoint
- Lenovo laptop and desktop support experience
What We Do
Zoho is a privately held software company that develops a broad suite of cloud-based business applications. Its more than 55 products support sales and marketing, customer relationship management, project management, collaboration, finance, accounting, recruitment, and human resources. The company focuses on helping organizations of all sizes improve productivity and streamline operations, while emphasizing integrated tools, customer satisfaction, data security, and privacy.
