Technical Support Analyst (Client Services)

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

We are seeking a Technical Support Analyst (Client Services) to join our client's team, providing exceptional technical support and ensuring seamless operation of workplace technology. You will excel in troubleshooting and resolving issues, managing upgrades and patches, and installing new software across various devices. Your expertise in both Windows and Mac operating systems, as well as mobile devices, will be crucial in delivering top-notch support. You will also play a key role in office relocations, PC refresh projects, and asset management.

If you thrive in a dynamic environment, enjoy collaborating with technical leads and client services managers, and are passionate about delivering high-quality technical solutions, we would love to hear from you!

Responsibilities

• Deliver end-user support for workplace technology, including troubleshooting and resolving issues, applying upgrades and patches, installing new software, and providing general Q&A across various devices such as PCs, Macs, smartphones, tablets, and peripherals.
• Set up new workplace devices for end users, including PCs, Macs, peripherals, smartphones, tablets, etc.
• Investigate workplace solutions when standard options are unavailable and collaborate with the Technical Lead for approval.
• Assist with office relocations, including disconnecting and reconnecting computers and peripherals. Coordinate and prioritize office moves with the Client Services Manager.
• Escalate high-priority and complex tickets to the Technical Lead and/or Client Services Manager. Serve as a liaison between the client and Subject Matter Experts until the ticket is resolved.
• Perform PC refresh for Windows and Mac hardware:
• Conduct pre-site surveys and identify requirements for hardware or software procurement.
• Image, configure, and install replacement computers.
• Update asset management records for all deployed and decommissioned equipment.
• Ensure retired devices are encrypted and ready for disposal.

Due to the nature of the business, this position requires team members to share a rotating schedule that includes working on major holidays, weekends, early mornings, and late nights.

• Ability to lift 50 pounds or more.
• Work indoors and outdoors in various weather and temperature conditions.
• Support multiple locations, requiring walking and driving to different sites as part of the daily support model.

Qualifications

• At least 5 years of recent experience providing Level 2 direct end-user support for a large enterprise in a Microsoft Windows and Apple Macintosh environment.
• Strong understanding of network protocols and configuration requirements.
• Proficient in both Windows and Mac operating systems.
• Experienced with iPhone/iPad and Android mobile devices.

Desired

• Integrity: Uphold ethical standards and treat everyone with respect.
• Innovation: Foster a creative environment that encourages new ideas.
• Collaboration: Value teamwork and collective intelligence.
• Forward-Thinking: Embrace a pioneering spirit to drive future advancements.
• Responsibility: Take ownership and accountability for actions and decisions.

Additional Details
The base salary range for this position is $25-32/per hour, depending on experience.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Medical coverage and Health Savings Account (HSA) through Anthem.
• Dental/Vision/Various Ancillary coverages through Unum.
• 401(k) retirement savings plan.
• Company-paid Employee Assistance Program (EAP).
• Discount programs through ADP WorkforceNow.

About Us
STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.

Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.

Check out more at www.stand8.io; and reach out today to explore opportunities to grow together!