Technical Support Analyst

Join our dynamic team as a Technical Support Analyst, where you will play a crucial role in delivering exceptional support to our AMERS regions. Located in our Minnesota office, you'll be part of a global network of talented support specialists. This position offers the opportunity to enhance your technical expertise and contribute to the seamless operation of our support services.
 

About the Role

In this opportunity as a Technical Support Analyst, you will:

• Perform troubleshooting on issues, providing guidance, basic training, and technical support to end-users.

• Monitor the Helpdesk/Service Center system and respond appropriately and timely to tickets, ensuring efficient resolution of issues.

• Complete additional tasks such as inventory management, shipping, and imaging to support operational needs.

• Fully contribute to the utilization of the hardware/software inventory process, maintaining accuracy and efficiency.

• Serve as a problem escalation point on technical issues, providing advanced support when required.

• Participate in assigned projects, contributing your expertise to achieve project goals.

• Review and update documentation in the enterprise knowledge base to ensure it remains current and useful.
   

About You

You’re a fit for the role of Technical Support Analyst if your background includes:

• 1-2 years of experience in on-site Desktop support, with proficiency in supporting Windows and Mac OS.

• Knowledge of mobile devices and MDM is preferred, showcasing your versatility in handling various platforms.

• Experience with administering accounts in Azure and Intune is beneficial, demonstrating your familiarity with cloud services.

• Strong written and oral communication skills, with a keen ability to think critically and solve problems.

• Strong collaboration skills, with the ability to work both independently and as part of a team, fostering a cooperative work environment.

• Ability to work with team members and customers from diverse geographic areas, embracing inclusivity and diversity.

• A passion for learning new technologies and sharing knowledge across teams, contributing to a culture of continuous improvement.

• A strong customer focus, demonstrating empathy and understanding when dealing with customers, ensuring a positive support experience.

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and ins