Technical Support Analyst - Remote & On-Site Troubleshooting

ECRS; Boone (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

ECRS is seeking a Technical Support Analyst in Boone, NC to deliver exceptional remote and on-site support for our customers. The role emphasizes troubleshooting, ticketing discipline, and collaboration with multiple teams to resolve issues quickly and professionally.

The ideal candidate has solid IT fundamentals, customer-service experience, and comfort with PC hardware and software repair, plus on-call availability each quarter.

Qualifications

• Live in Boone or nearby and willing to work in office five days a week.
• Basic IT skills and a genuine love for technology.
• Experience with 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.
• Strong written and verbal communication, professional attitude, and team orientation.
• Technical certifications are a plus: ITF, A+, Network+.

Responsibilities

• Provide troubleshooting and root cause analysis for customers with active support contracts.
• Monitor issues to report software inefficiencies and trends.
• Communicate ticket updates with customers and colleagues via the ECRS help desk portal.
• Collaborate with Team Leads, Escalation Managers, Development, QA, Sales and others to ensure high-quality support.
• Use accounting software to process replacement orders and return authorizations.
• Remotely install hardware using provided docs and diagnostic programs.
• Coordinate with on-site partners for hardware installation and on-site troubleshooting.
• Analyze, support, and refine technical documentation.
• Be on-call at least one week per quarter, non-consecutively.

Skills

Customer service

Technical support

Troubleshooting

Communication

Team player

Multitasking

Documentation

Spanish (plus)

Tools

Accounting software

Help desk portal

Diagnostic tools

Job description

ECRS is seeking a Technical Support Analyst in Boone, NC to deliver exceptional remote and on-site support for our customers. The role emphasizes troubleshooting, ticketing discipline, and collaboration with multiple teams to resolve issues quickly and professionally.

The ideal candidate has solid IT fundamentals, customer-service experience, and comfort with PC hardware and software repair, plus on-call availability each quarter.