Technical Support Analyst

Location: Vancouver, WA (3rd Shift)

Department: IT Support

Employment Type: Contract-to-Hire

Position Summary

The Technical Support Analyst provides exceptional first-call resolution and front-line critical support to end-users across the organization. A primary focus is supporting the sales team's handheld devices and mobile printers to ensure these mission-critical tools remain fully operational. This role also involves troubleshooting computer systems, hardware, and software; identifying and resolving issues; and delivering a positive customer support experience through clear and professional communication.

Primary Duties and Responsibilities

• Serve as the front-line point of contact for technical support, with priority on DSD handhelds and mobile printers for the sales team.
• Provide technical assistance for computer systems, software, and hardware via Teams, email, and phone.
• Accurately triage, prioritize, and escalate tickets within the IT ticketing system to ensure timely resolution.
• Diagnose and resolve technical issues using problem-solving skills and diagnostic tools.
• Deliver warm, professional, and customer-oriented support both verbally and in writing.
• Collaborate with IT team members to ensure seamless support and clear communication.
• Create, update, and maintain knowledge base articles and technical documentation.
• Monitor and respond to system failures and network issues.
• Perform configuration, installation, and physical repair of computers, printers, and peripherals.
• Handle shipping, tracking, and retrieval of IT equipment and manage asset inventory.
• Administer user access requests, security changes, and account management.
• Participate in IT projects and assist with deployments as assigned.
• Participate in an on-call rotation for after-hours support.
• Maintain accurate records and ticket updates in IT systems.

Preferred Education and Experience

• High school diploma or GED required; Bachelor's degree in a related field preferred.
• 1+ years of experience in technical support, troubleshooting, or call center environment.
• Demonstrated experience delivering excellent customer service in high-demand situations.
• Strong proficiency with Windows OS and Microsoft Suite.
• Experience using diagnostic tools such as PowerShell, Event Viewer, and WinRE.
• Knowledge of Microsoft Access and user account management preferred.

Critical Skills and Expertise

• Ability to thrive in a fast-paced, front-line support environment, prioritizing mission-critical systems.
• Strong attention to detail and problem-solving skills with an understanding of business impacts.
• Customer service focused, with professionalism and patience in stressful situations.
• Effective written and verbal communication skills, with the ability to clearly explain technical concepts.
• Team player mindset with proactive communication and collaboration skills.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.