Deskside Support Analyst | WFH

Job Summary

As a Deskside Support Analyst at Progressive Technology, you will provide comprehensive technical support to end-users, ensuring optimal performance of their hardware and software. You will troubleshoot and resolve technical issues, offer guidance on best practices, and contribute to maintaining high user satisfaction. This role is pivotal in supporting the technical infrastructure and user experience within our organization.

Key Responsibilities

• Technical Support: Offer first-line support to end-users for hardware, software, and network issues. Resolve problems efficiently or escalate as necessary.
• Troubleshooting: Diagnose and fix issues related to operating systems, applications, and peripheral devices.
• Installation & Configuration: Install, configure, and upgrade hardware and software as required. Ensure all systems are up-to-date and functioning correctly.
• Documentation: Maintain accurate records of support requests, solutions provided, and system configurations. Update knowledge base and support documentation.
• User Training: Provide guidance and training to users on best practices and efficient use of technology.
• System Monitoring: Monitor system performance and alert relevant teams to potential issues before they affect users.
• Collaboration: Work closely with IT teams to resolve complex issues and contribute to ongoing improvements in IT support processes.

Required Skills and Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Technical Skills: Proficiency in troubleshooting hardware and software issues. Experience with Windows and macOS operating systems, as well as common office applications.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Excellent analytical and problem-solving skills with a customer-focused approach.
• Time Management: Ability to prioritize and manage multiple tasks effectively.

Experience

• Required: Minimum of 1-2 years of experience in a technical support or IT support role. Experience with remote desktop support tools is a plus.
• Preferred: Previous experience in a deskside support role within a corporate environment.

Working Hours

• Schedule: Full-time position with standard working hours. Flexibility may be required for occasional after-hours support.

Knowledge, Skills, and Abilities

• Technical Knowledge: In-depth understanding of operating systems, applications, and hardware components.
• Customer Service: Strong customer service orientation with the ability to handle challenging situations professionally.
• Adaptability: Ability to quickly learn new technologies and adapt to changing technical environments.

Benefits

• Competitive Salary: Attractive compensation package.
• Health & Wellness: Comprehensive health insurance plans including dental and vision coverage.
• Retirement Plans: 401(k) plan with company matching.
• Professional Development: Opportunities for training and career growth.
• Work-Life Balance: Flexible work hours and remote work options.

Why Join Progressive Technology?

• Innovative Environment: Be part of a forward-thinking company that values technology and innovation.
• Career Growth: Gain access to extensive professional development resources and opportunities for advancement.
• Supportive Culture: Join a team that emphasizes collaboration, support, and recognition for your contributions.

How to Apply

To apply for the Deskside Support Analyst position, please submit your resume and a cover letter outlining your relevant experience and qualifications through our careers page.