Technical Support Analyst
Are you a tech-savvy professional with strong troubleshooting skills and a passion for delivering excellent customer support? If you excel in problem-solving and thrive in a fast-paced, team-oriented environment, this is an excellent opportunity to make a real impact by supporting employees with hands-on technical expertise.
Working with one of our top clients, this role calls for a Technical Support Analyst who will act as the single point of contact for onsite technical support and general technology-related queries. This includes support for hardware, software, e-messaging, mobile devices, and education on technology processes. The role operates fully onsite Monday to Friday, covering rotational shifts between 7:30 AM and 6:00 PM, in collaboration with a team of skilled support representatives across Canada and the US.
Responsibilities:
- Act as the first point of contact for employees and contractors, providing onsite support for applications, software, and devices.
- Deliver a high level of service in alignment with internal frameworks, procedures, and policies.
- Troubleshoot and resolve incidents related to software, hardware, and access issues in a timely manner.
- Diagnose and repair laptop and desktop hardware issues with precision and efficiency.
- Educate end users on hardware, software, and access request processes.
- Monitor client satisfaction and ensure incidents are prioritized and resolved effectively.
- Identify and escalate wide-impact or potential outage issues.
- Recognize trends, provide feedback, and contribute to continuous service improvements.
- Collaborate closely with other support teams to maintain high first-visit resolution rates and service excellence.
Desired Skill Set:
- Strong computing and navigational skills.
- Exceptional customer service abilities.
- Proficiency in Microsoft 0365 products (Outlook, Word, Excel, OneNote, PowerPoint).
- Hands-on experience with Windows 11, macOS, and hardware repair.
- Excellent written and verbal communication skills.
- Strong collaboration and teamwork mindset.
- Customer service–oriented approach with problem-solving skills.
Nice to Have:
- Experience with ticketing systems (e.g., ServiceNow).
- CompTIA A+ certification.
- Exposure to Office for Mobile and BYOD environments.
BeachHead is an equal opportunity agency and employer. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.