Technical Support Analyst - Level 1

Summary

Empire Merchants North is the premier wine and spirits distributor in Upstate New York, seeking a Technical Support Analyst - Level 1. The role involves providing front-line technical support to end users, troubleshooting hardware and software issues, and ensuring timely resolution of service tickets.

Responsibilities

• Provide exceptional customer service via phone, by email or in person as appropriate
• Is first line of troubleshooting technical related problems, engaging Management within and outside the department as necessary
• Resolve help desk issues including troubleshooting hardware and software issues
• Perform user administration duties within all necessary systems including Active Directory, Office 365, Liquid Decisions and SAP
• Support multiple platforms including desktops, laptops, mobile devices and video teleconferencing units
• Exercises sound professional judgment in analysis of problem to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem
• Repair computers / laptops including replacing hardware components and reloading operating system and all required software
• Install, support and maintain printers and related hardware and software
• Provision iPads for sales force
• Position may require independent work, sharing information and technical expertise and assisting others with service requests and work orders
• Diagnose, evaluate and resolve complex problem situations
• Maintains up to date documentation of applications from a technical perspective
• Escalate tickets when necessary
• Performs other tasks as assigned
• Maintains a safe and clean working environment by complying with procedures, rules, and regulations

Skills

• Associates degree in a related field; a bachelor's degree is a plus
• 1 to 2 years of customer service experience is required
• 1 to 2 years of technical support and troubleshooting related experience is required
• Computer system hardware, peripheral setup and configuration experience is required
• Remote Desktop support experience
• Must be familiar with Microsoft Windows operating systems installation configuration and troubleshooting
• Must be able to quickly adapt to new technologies
• Must be familiar with Office 365 applications as well as administration of users in the Office 365 portal
• Must be familiar with user and computer management in Microsoft Active Directory
• Must be a result-oriented professional with excellent verbal/written communication skills using diplomacy and discretion as well as strong customer service skills
• Ability to multi-task, work independently and/or within a team, pays attention to detail and meet deadlines
• Strong problem solving and analytical skills

Qualifications

Must Haves

• Associates degree in a related field; a bachelor's degree is a plus
• 1 to 2 years of customer service experience is required
• 1 to 2 years of technical support and troubleshooting related experience is required
• Computer system hardware, peripheral setup and configuration experience is required
• Remote Desktop support experience
• Must be familiar with Microsoft Windows operating systems installation configuration and troubleshooting
• Must be able to quickly adapt to new technologies
• Must be familiar with Office 365 applications as well as administration of users in the Office 365 portal
• Must be familiar with user and computer management in Microsoft Active Directory
• Must be a result-oriented professional with excellent verbal/written communication skills using diplomacy and discretion as well as strong customer service skills
• Ability to multi-task, work independently and/or within a team, pays attention to detail and meet deadlines
• Strong problem solving and analytical skills

Benefits

• Paid Holidays
• Health Plan options (medical, dental, life insurance, and other voluntary plans)
• Flexible Spending Account
• 401K
• PTO
• Vacation accrual