Technical Support Analyst
Thomson Reuters is a global leader in providing trusted content and technology solutions. They are seeking a Technical Support Analyst to deliver exceptional support to the AMERS regions, focusing on troubleshooting, ticket management, and maintaining operational needs.
Responsibilities
- Perform troubleshooting on issues, providing guidance, basic training, and technical support to end-users
- Monitor the Helpdesk/Service Center system and respond appropriately and timely to tickets, ensuring efficient resolution of issues
- Complete additional tasks such as inventory management, shipping, and imaging to support operational needs
- Fully contribute to the utilization of the hardware/software inventory process, maintaining accuracy and efficiency
- Serve as a problem escalation point on technical issues, providing advanced support when required
- Participate in assigned projects, contributing your expertise to achieve project goals
- Review and update documentation in the enterprise knowledge base to ensure it remains current and useful
- Occasional travel may be required
Skills
- 1-2 years of experience in on-site Desktop support, with proficiency in supporting Windows and Mac OS
- Strong written and oral communication skills, with a keen ability to think critically and solve problems
- Strong collaboration skills, with the ability to work both independently and as part of a team, fostering a cooperative work environment
- Ability to work with team members and customers from diverse geographic areas, embracing inclusivity and diversity
- A passion for learning new technologies and sharing knowledge across teams, contributing to a culture of continuous improvement
- A strong customer focus, demonstrating empathy and understanding when dealing with customers, ensuring a positive support experience
- Capability to lift PC equipment up to 40 lbs
- Experience with or ability to support Senior Executives onsite in a high profile location is strongly preferred
- Knowledge of mobile devices and MDM is preferred, showcasing your versatility in handling various platforms
- Experience with administering accounts in Azure and Intune is beneficial, demonstrating your familiarity with cloud services
Benefits
- Hybrid Work Model
- Flexibility & Work-Life Balance
- Career Development and Growth
- Industry Competitive Benefits
- Culture
- Social Impact
- Making a Real-World Impact
- Market competitive health, dental, vision, disability, and life insurance programs
- Competitive 401k plan with company match
- Competitive vacation, sick and safe paid time off
- Paid holidays (including two company mental health days off)
- Parental leave
- Sabbatical leave
- Optional hospital, accident and sickness insurance paid 100% by the employee
- Optional life and AD&D insurance paid 100% by the employee
- Flexible Spending and Health Savings Accounts
- Fitness reimbursement
- Access to Employee Assistance Program
- Group Legal Identity Theft Protection benefit paid 100% by employee
- Access to 529 Plan
- Commuter benefits
- Adoption & Surrogacy Assistance
- Tuition Reimbursement
- Access to Employee Stock Purchase Plan
Company Overview
Company H1B Sponsorship