Technical Support Analyst

• Act as the first point of contact for technical inquiries via Zendesk, email, or phone. Diagnose and resolve software, hardware, and network issues, escalating unresolved cases as needed.
• Prioritize and manage support tickets in Zendesk, ensuring prompt responses and resolutions while analyzing trends to enhance processes.
• Support project delivery through data entry, application configuration, onsite installations, training, and documentation.
• Conduct root cause analyses, assist with software installations/configurations, and collaborate with teams to resolve infrastructure issues.
• Monitor system performance, escalate potential issues, and perform routine checks on IT infrastructure to ensure compliance.
• Maintain detailed records, create user guides, and contribute to the knowledge base to enhance self-service options.

• Experience with Zendesk or similar ticketing systems.
• Basic understanding of networking (TCP/IP, DNS, VPNs).
• Familiarity with Windows and macOS environments.
• Knowledge of cloud-based applications and SaaS platforms.
• Strong communication skills and the ability to explain technical concepts to non-technical users.
• Excellent problem-solving and analytical abilities.