3rd Shift - 11pm-7am
Technical Support Analyst
Position Summary
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.
Primary Duties and Responsibilities
* 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 escalate 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.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.
