Job Opening

Tech Support Analyst

Full Time     ::     Virtual – West Coast

VIRTUAL

Title:  Tech Support Analyst
Location:  Virtual, West Coast
FLSA Status:  Non-Exempt

Job Summary

The Tech Support Analyst provides Currance product support for its customers and employees, in addition to support for all Currance productivity technologies including, but not limited to desktop/laptop hardware and operating system (Windows 10) support, Microsoft Office 365, video conferencing solutions like Microsoft Teams and Zoom, on-premises and cloud-based file sharing, printing, basic networking, and end user account administration and troubleshooting. 

Tech Support Analysts provide support using one or more modalities including, but not limited to: answering phone calls, responding to chat, text, and email requests, monitoring and responding to support queues, and operational alerts. 

This is a full-time, remote position supporting US Hawaii Standard Time business hours (8AM – 5PM) or US Pacific Standard Time (10AM – 7PM), Monday through Friday with occasional overtime required and approved in advance.

Job Requirements

  • High school diploma or equivalent 
  • 2 – 4 years of Customer or Technical Support within or related to an Information Technology job function required 
  • 2 – 4 years Microsoft Office 365 administration, end user account administration (add, delete, change), and Microsoft Windows 10 desktops and laptops required 
  • Provide customer and technical support to Currance customers and employees 
  • Must have a quiet, secure place to work from due to confidentiality and security requirements 
  • Continuously monitor incoming requests, create tickets, triage calls and emails, and then troubleshoot and provide resolution; escalate tickets when needed 
  • Maintain communications with customers and employees on the status of open tickets, including escalations 
  • Properly document and close tickets when resolved 
  • Set up end user accounts using reference lists and update those lists as needed, as directed 
  • Run reports related to account volumes and overall activity, as directed 
  • Occasionally manually perform account provisioning and/or troubleshoot account and access issues 
  • Install, configure, and support other technologies, as directed 
  • Assist in the identification of new user needs or program enhancements
  • Attend and participate in daily and/or weekly staff meetings, as required 
  • Follow all Change Management Policies and Procedures 
  • Work with other IT staff and 3rd parties in a collaborative fashion to troubleshoot and resolve issues 
  • Perform other duties as assigned
 Desired Qualifications
  • 2 – 4 years Proficiency in the Microsoft Office Suite of products 
  • ITIL training and certification a plus 
  • Excellent customer service skills, written and verbal communication skills, problem solving, and follow-up skills are essential
  • High Speed Internet

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