Technical Support Analyst

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Full Time Professional General Office, Pineville, NC, US

6 days ago Requisition

Job Title:
Technical Support Analyst I

Reports to: Information Technology Manager

FLSA Status: Hourly, Non-Exempt

Job Overview: We are seeking a motivated and customer-focused individual to join our team as a Technical Support Analyst I. As the first point of contact for our internal clients, you will play a crucial role in providing technical assistance and support to end-users, ensuring their hardware and software issues are resolved promptly and effectively. This position requires a strong commitment to customer service, excellent communication skills, and the ability to troubleshoot and diagnose technical issues.

Key Responsibilities:

• Customer Support:
  • Provide first-level technical support to end-users via phone, email, or chat.
  • Assist users in resolving hardware, software, and network-related issues.
  • Respond to inquiries in a timely and professional manner, maintaining a high level of customer satisfaction.
• Problem Resolution:
  • Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.
  • Escalate complex problems to the appropriate support teams for resolution.
  • Document all support interactions, including the nature of the issue and the steps taken to resolve it.
• Technical Expertise:
  • Stay up-to-date with the latest technology trends and product updates.
  • Provide basic technical training to end-users on software applications and systems.
  • Collaborate with second and third-level support teams to enhance technical knowledge and problem-solving skills.
• Collaborate with other team members to identify and implement process improvements.
• Communicate effectively with colleagues and other support teams to ensure a seamless support experience for end-users.

Qualifications:

• High school diploma or equivalent; additional technical certifications are a plus.
• Proven experience in a customer support role, preferably in a help desk or technical support environment.
• Strong problem-solving skills and the ability to think analytically.
• Excellent communication skills, both verbal and written.
• Familiarity with common operating systems (Windows, macOS) and productivity software.
• Basic understanding of networking concepts.
• Ability to adapt to changing priorities in a fast-paced environment.

Additional Requirements:

• Some local travel (NC/SC).
• Exceptional patience and empathy when dealing with end-users.
• Strong organizational skills and attention to detail.

Join our dynamic team and be part of a collaborative environment where your technical expertise and customer service skills can make a significant impact. Apply now to contribute to the success of our organization and help our users achieve their goals through reliable technical support.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a full-time position. Hours of operation are Monday through Friday from 7 AM to 4 PM.
• The employee must regularly stand, walk, use hands, talk, and hear, and occasionally sit, reach with hands and arms, stoop, kneel, crouch, and crawl.
• The employee must occasionally lift and/or move up to 40 pounds.
• The employee is regularly exposed to work near moving mechanical parts and frequently exposed to outdoor weather conditions, wet or humid conditions (non-weather), and extreme cold/heat (non-weather).
• The noise level in the work environment is usually moderate.

Medical Insurance

Vision Insurance

Disability Benefits

401(k) Employer Match and Profit Sharing

Group Term & Voluntary Life Insurance

Paid Time Off

Paid Holidays

Founded in Charlotte in 1977, The Building Center, Inc. has grown from a single location into one of the largest privately held lumber and building materials dealers in the United States. Nearly five decades later, we remain…