Associate Technical Support Analyst

Are you ready for a change? At GS1 US, employees at every level play a vital role and provide a meaningful voice on issues that affect consumers across the country. We are a small company with a world-class culture, and we make a huge impact on the way the world does business.

What is in it for you

As an Associate Technical Support Analyst at GS1 US, you will provide general network and computer support to internal customers. The analyst will function to support and resolve, laptop, mobile device, and hardware functions. You will have the opportunity to make an impact on the way the world does business. And you’ll do it in a high performance, stable, and financially sound company. 

In return you’ll be rewarded with great pay and benefits in a hybrid work culture. You’ll work at a high-performance company with a world-class culture that invests in its employees. We don’t just say culture is important to us, we have the data to back it up.  

Who you are  

You demonstrate a strong focus on people, complemented by exceptional customer service skills. You maintain a proactive and positive demeanor while thriving in a highly dynamic environment. Your track record as an effective team player is evident, as you are capable of instructing others through both written and verbal communication methods. You exhibit outstanding troubleshooting and problem-solving capabilities, along with a swift aptitude for acquiring new technologies and procedures.

As a proficient communicator, you effectively engage with a diverse range of end-users. You excel in multitasking and prioritization, managing several high-priority tasks with minimal oversight while addressing multiple IT support requests efficiently.

Your background includes substantial expertise in Windows 11 Professional, Microsoft Office 365 (Admin Center), and Azure (Entra). You hold a Bachelor of Science degree in Computer Science or a related field and possess 1 to 3 years of experience in IT support.

What you will do  

In short, you will be responsible for; immediate analysis of customer problems; implementation of resolution action to restore function and avoid recurrence; act as the single point of contact for problem resolution; record all incidents; maintain accountability and ownership until the issue is resolved; create documentation to be later used for reference regarding troubleshooting issues; and perform customer follow-up.    

Here are a few more details about the role (other duties may be assigned): 

     1. Time Management and Organization 

• Manage and prioritize support requests coming into the IT Support Team via FreshService. 

• Coordinate tasks among both on-site and remote personnel, ensuring tickets are handled in a timely manner. 

• Monitor team tickets to confirm procedures are followed and support requests meet SLAs. 

• Contribute to projects involving IT best practices and policies across GS1 US. 

     2. Customer Service and Problem-Solving 

• Serve as the first line of response to address basic support issues, verifying problems are resolved and collecting user feedback. 

• Escalate critical issues to senior team members or management when necessary. 

• Work with peers to maintain a high standard of customer satisfaction and service delivery. 

     3. Technical Support Responsibilities 

• Support IT strategy, mission, policies, and standard operating guidelines. 

• Conduct user account administration (additions, deletions, and changes) in Microsoft Active Directory (Azure AD (Entra)/On-Prem AD). 

• Install, maintain, and troubleshoot laptop hardware/software for both technical and non-technical employees. 

• Research and resolve technical problems to achieve successful resolution. 

• Install and support peripherals (e.g., printers, scanners). 

• Manage laptop application packages via Intune. 

• Maintain and troubleshoot meeting room equipment. 

• Evaluate software/hardware needs and suggest equipment or peripherals as required. 

• Keep inventory records of equipment an