Retail Tech Support Analyst — Expert Troubleshooter

Jobtailor; Boone (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Jobtailor seeks a technically skilled help desk professional in Boone, NC to provide troubleshooting, root-cause analysis, and hardware repair for customers with active support contracts. This on-site role requires strong customer service and the ability to manage multiple priorities.

You will update tickets in the ECRS Help Desk Portal, coordinate with internal teams and partners, and process replacements using accounting software.

Qualifications

• Live in Boone or near Boone and be willing to work in the office 5 days a week.
• Experience with technical help desk procedures, customer service, or retail operations.
• Strong troubleshooting and root cause analysis skills.
• Proficiency in PC hardware/software repair and testing.
• Must be authorized to work in the United States.

Responsibilities

• 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.

Skills

Root Cause Analysis

Technical Support

PC Hardware/Software Repair

Customer Service

Documentation Analysis

Education

CompTIA A+

CompTIA ITF

CompTIA Network+

Qualified Integrated Reseller

Tools

ECRS Help Desk Portal

Accounting Software

Diagnostic Programs

Installation Programs

Job description

Jobtailor seeks a technically skilled help desk professional in Boone, NC to provide troubleshooting, root-cause analysis, and hardware repair for customers with active support contracts. This on-site role requires strong customer service and the ability to manage multiple priorities.

You will update tickets in the ECRS Help Desk Portal, coordinate with internal teams and partners, and process replacements using accounting software.