Technical Support Analyst

**Role**
The Technical Support Analyst works towards ensuring the efficient operation of our employees' software and hardware systems. Your responsibilities will encompass a wide range of tasks focused on technical support. The position reports to the Technical Support Manager.
**Responsibilities**
- Manage technical support tickets in Zendesk ticketing system, including gathering necessary information to resolve or escalate the ticket appropriately and providing detailed documentation of steps taken
- Troubleshoot and resolve software and hardware problems for Windows and macOS company laptops using GoToAssist remote desktop software
- Assist users with hardware-related issues by walking them through reasonable steps remotely and/or contacting manufacturer for hardware under warranty
- Ensure all equipment is up to date with the latest software updates.
- Provide technical assistance to end-users, resolving hardware and software issues.
- Install / update appro...