Technical Support; 3rd shift

Salary: USD
27 - USD
28 per hour

3rd Shift - 11pm-7am

Technical Support Analyst

The Technical Support Analyst is responsible for providing exceptional first-call resolution and front-line critical support to end-users across the organization. A key focus of this role is supporting the Direct Store Delivery (DSD) sales team’s handheld devices and mobile printers, ensuring these mission-critical tools remain fully operational. The role also includes troubleshooting computer systems, hardware, and software; identifying and resolving issues;

and delivering a positive customer support experience through clear and professional communication.

• Serve as the front-line point of contact for technical support, with priority on DSD handhelds and mobile printers for the sales team.
• Provide technical assistance for computer systems, software, and hardware via Teams, email, and phone.
• Accurately triage, prioritize, and escalation tickets within the IT ticketing system to ensure timely resolution.
• Diagnose and resolve technical issues using problem-solving skills and diagnostic tools.
• Deliver warm, professional, and customer-oriented support both verbally and in writing.
• Collaborate with IT team members to ensure seamless support and clear communication.
• Create, update, and maintain knowledge base articles and technical documentation.
• Monitor and respond to system failures and network issues.
• Perform configuration, installation, and physical repair of computers, printers, and peripherals.
• Participate in on-call rotation
• Handle shipping, tracking, and retrieval of IT equipment and manage asset inventory.
• Administer user access requests, security changes, and account management.
• Participate in IT projects and assist with deployments as assigned.
• Participate in an on-call rotation for after-hours support.
• Maintain accurate records and ticket updates in IT systems.