Technical Support Analyst

Jobtailor

Boone (NC)

On-site

USD 42,000 - 54,000

Full time

4 days ago

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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

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

Requirements

Live in Boone or near Boone and be willing to work in the office 5 days a week
Basic IT skills and a genuine love for technology
Experience with technical help desk procedures, customer service, or retail operations
Basic knowledge of installing, operating, testing, planning, and configuring relevant technologies
Intermediate to advanced root cause analysis and troubleshooting skills
Experience with PC hardware/software repair and correction
Basic understanding of retail environments and operations
Strong work ethic, professional attitude, and teamwork
Strong written, verbal, and personal communication skills
Top-tier customer service skills
Ability to manage multiple priorities with flexibility to meet changing needs
Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+
Proficiency in Spanish is a plus
Must be authorized to work in the United States

Core Competencies

Demonstrates strong troubleshooting and root cause analysis skills, with a focus on technical support and customer service in retail environments. Proficient in hardware installation and repair, with effective communication and collaboration abilities across teams.

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