Technical Support Analyst
Posted on 3/2/2023
Temecula, CA, USA
Experience Level
  • Function as the key contact for all requests from a broad range of users for technical support. Provide consultation and support, and communicate effectively to convey complex technical information
  • Create, maintain, and grow knowledge resources, such as FAQ libraries, knowledge bases, and intranet sites
  • Assist with various projects in testing for user experience, technical limitations and report any roadblocks that would be problematic for that project to continue moving forward
  • Prioritize and appropriately escalate issues to ensure timely problem resolution. Carry out fact-finding and analysis of problems and determine the most effective problem-resolution procedures. Suggest, test, implement, and evaluate solutions
  • 4 or more years of work experience in an end-user facing role in a troubleshooting capacity is required
  • Associate degree in a computer-related discipline. Relevant experience may substitute for the degree requirement on a year-for-year basis
  • Experience with a wide range of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.)
  • Excellent technical, problem solving, and analytical skills
  • Solid written and oral communication skills
  • Sound technical experience with Windows and Mac operating systems is required
  • A knack for solution-finding
  • A track record in successful collaboration with people of all job titles
  • Knowledge of how to pivot between working with remote teams and independently
  • Critical thinking skills when acting with purpose and urgency
  • A willingness to work with people from diverse backgrounds and experience
  • Perceptyx Adds More Than 100 New Enterprise Customers
  • Lighthouse Research & Advisory has awarded Perceptyx the 2022 HR Tech Award for Employee Experience - Best Comprehensive Solution
  • Perceptyx and The Bersin Company Extend Strategic Survey Partnership
  • Analyze and resolve computer hardware, software, and networking issues; repair user workstations, modify configurations, replace faulty components, and rebuild complete systems on a variety of platforms
  • Coordinate and interact with other Product and Technology teams
  • Support mobile iOS and VoIP devices along with support and maintenance of printers
  • Troubleshoot, repair, maintain, and update Windows PC and Apple MacOS Desktops, laptops, and operating systems
  • Review user requirements and needs for software and services; perform related research and analysis and provide information and guidance to users along with coordinating implementation and installation
  • Account manage and configure all internal and external applications under the Service Desk administration (Google, O365, Zoom, etc.)
  • Administrate our MDM software and routinely deploy OS updates and patches after fully testing them within our environment
  • Schedule and perform software/hardware upgrades, new installations, workspace moves, etc
  • Maintain system configurations and documentation
  • Facilitate documentation for inventory control, receiving, and auditing
  • Monitor systems use to ensure compliance with company policies and procedures
  • Prioritize and respond to help desk requests in accordance with company procedure
Desired Qualifications
  • Experience with Apple MDM is a plus, but not required

201-500 employees