Technical Support Analyst

The Technical Support Analyst provides front line Service Desk support and technical customer service for home office, corporate, distribution center, and retail store end users within a distributed Microsoft 365 environment.

Onsite Location

Lyons, GA (onsite)

Role Summary

This position supports incident and problem resolution, user requests, and Microsoft 365 administration. The analyst also configures and supports Windows 11, MacOS, and iOS hardware and software according to company standards and best practices, while helping a hybrid and remote user base across corporate headquarters, home offices, retail stores, and distribution centers.

Responsibilities

• Provide technical customer service and support to home office, corporate, distribution center, and retail store end users in a distributed Microsoft 365 environment.
• Handle incident and problem resolution, including troubleshooting across technical systems and infrastructure.
• Fulfill and deliver user requests.
• Deliver front line Service Desk support for installed hardware and software, including workstations, network, servers, business applications, and retail systems.
• Support a hybrid and remote user base spanning corporate headquarters, home offices, retail stores, and distribution centers.
• Answer incoming incident tickets and calls to troubleshoot and resolve technical problems of minor to intermediate complexity with a focus on first contact resolution.
• Perform Microsoft 365 administration tasks, including creating and deleting accounts, resetting passwords, adjusting permissions, and managing Exchange mailboxes as needed.
• Convert successful incident resolution steps into knowledge base documentation and repeatable processes.
• Configure, install, and support Windows 11, MacOS, and iOS hardware and software following company standards and best practices.
• Collaborate with senior support personnel and other IT teams to conduct break/fix analysis for technical problems of medium complexity, correcting issues promptly and determining when escalation is required.

Required Qualifications

• Minimum 2 years of college or an Associate’s degree in computer technology (preferred).
• Typically 2+ years of working experience supporting computer hardware and software.
• Experience supporting Microsoft Windows 11, Microsoft 365, Active Directory/Entra, Exchange, SharePoint, and Office365 in a Microsoft-networked environment.
• Experience supporting collaboration and meeting platforms such as Microsoft Teams or Zoom, along with related conferencing hardware.
• Familiarity with warehouse and fulfillment hardware, including Zebra label printers and handheld scanners.
• Solid foundational understanding of networking and remote connectivity.
• Experience developing knowledge base articles and technical documentation.
• Proficiency configuring and managing Windows 11, MacOS, iOS, and Android hardware and software using Microsoft Intune.
• Proficiency supporting and managing enterprise print services.
• Strong troubleshooting skills for fulfillment hardware.
• Ability to respond to technical issues in a timely manner with an emphasis on customer service.
• Ability to manage and prioritize multiple tasks under pressure.
• Good communication and exceptional customer service skills using all forms of media.
• Professionalism and tolerance for ambiguity.

Technology Stack

• Microsoft 365
• Windows 11
• MacOS
• iOS
• Active Directory/Entra
• Exchange
• SharePoint
• Office365
• Microsoft Teams
• Zoom
• Zebra label printers
• Handheld scanners
• Microsoft Intune
• Android
• Microsoft Office Suite

Benefits

• Generous vacation policy
• Health and wellness coverage
• 401k with company match
• Discounted stock purchasing
• Options for education reimbursement
• Amazing product discounts
• Flexible corporate office environment
• Work-life balance

What You Will Enjoy

• Analyzing complex process problems, identifying causes, and determining potential process improvements, including potential technology solutions.
• Communicating effectively in oral and written formats with people of varying technical skill levels.
• Using strong organizational and time management skills to manage and prioritize multiple tasks.
• Working efficiently in Microsoft Office Suite, including analytical and reporting tools.
• Creating and maintaining business process mapping materials.
• Learning quickly.