Technical Support Analyst

Department: Corporate/Administrative

Employment Type: Full Time

Location: Raleigh, NC

Reporting To: Orville Williams

Description

As a Technical Support Analyst, you will be responsible for customer service and routine maintenance of the computer desktop environment by analyzing and resolving computer hardware & software issues, installing hardware and software, and supporting local and remote end-users. Your tasks will include general end-user support and performing hardware/software maintenance, upgrades, and configurations.

In order to be successful in this role, you must have the ability to multi-task and support user issues via telephone and remote access applications.  *You will also be responsible for providing first-level support to users for various desktop applications, operating system issues, as well as user settings.

Your Primary Responsibilities will include

• Primary position responsibility is supporting end-users and customer service.
• Respond to requests for technical assistance in person, via phone, and electronically.
• Follow Help Desk operating procedures; accurately resolve and document all tickets using a ticket tracking system.
• Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
• Configure, support, troubleshoot, and resolve issues associated with desktop and laptop computers, printers, remote access, and file shares.
• Configure, support, troubleshoot, and resolve issues associated with Microsoft Office 365 and other applications.
• Configure, support, troubleshoot, and resolve issues associated with Audio Visual and video conferencing equipment.
• Support, troubleshoot, and resolve issues related to network issues.
• Creating configuration and user documentation of supported applications and systems.
• Create user accounts based on company policies
• Performs hardware & software installs, desk moves, adds, and changes as required
• Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.

What you'll need

• Bachelor’s or associate degree preferred.
• A+ or Net+ certifications preferred.
• At least, one-year technical support preferred.
• Experience with Microsoft Windows Operating Systems - Desktop and Enterprise Systems, e.g., Windows 11.
• Experience with Microsoft Office 365
• Experience with Apple OS X
• Experience with Inventory/Procurement/Asset Management is a plus.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone, professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
• Ability to remain productive during slower times, be able to multitask effectively during busy times.
• Ability to always exercise patience and professionalism.
• Ability to work with or without direct supervision.
• Ability to travel to remote offices on an as-needed basis.
• Flexibility to work with varying hours, overtime, and on weekends with minimal notice.
• Strong work ethic and emphasis on attention to detail.
• Must be able to lift 50 lbs., reach, bend, stretch, stand, sit, twist, and stoop for extended periods of time.
• Must have a valid driver's license.

DRMP Offers

• Excellent compensation package
• Outstanding holiday and paid-time-off programs
• 401(k) Plan and Match 
• Career Path Development Program (Management & Technical Career Tracks)
• Mentorship Program
• Tuition Reimbursement
• Parental Leave
• Competitive health and dental insurance premiums 
• Variety of voluntary benefit options 
• Short-Term Disability/Long-Term Disability
• Company-furnished life insurance
• Employee Assistant Program (EAP)
• Flexible Spending Account
• and More

DRMP is a Drug and Alcohol Free workplace, an Equal Employment Opportunity employer and E-Verify employer.