Technical Support Analyst I

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Technical Support Analyst I is responsible for providing basic customer support through various communication channels to include but not limited to phone, email, and chat while utilizing excellent customer service skills. This technician is a generalist with an entry-level of understanding of SERVPRO systems. Responsibilities encompass support for a technical nature for corporate and franchise users.

Major Duties and Responsibilities

• Provide user support for SERVPRO applications provided for the Franchise and Headquarters users.
• Actively participate in learning SERVPRO systems and focus on continuous learning and staying up to date with SERVPRO releases, enhancements, and vendor updates.
• Provide support for PC/Desktop workstations, software, printers, and other equipment support by Information Systems.
• Utilize a Ticket Management Software to manage and maintain a record of all support calls for responses.
• Allocate work efforts to follow the time expectations developed by Information Technology Management for the percent of time spent on initiatives, requests, and support.
• Actively and consistently support all efforts to simplify and enhance the Franchise and Headquarters experience.
• Demonstrate expertise by providing sound, creative technical approaches and thorough knowledge of Microsoft applications, upgrades, patches, and new system technology as utilized in the SERVPRO environment.
• Assist with the development of user documentation for software developed in-house, as well as documentation concerning the application of commercial software to SERVPRO processes.
• Attend Information Technology staff meetings.
• Provide other duties and functions as requested by Management.

Required Qualifications

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• One to three years of experience in a technical environment, providing technology support to end-users preferred.
• Understanding of Microsoft applications and systems.
• Understanding of installing, maintaining, enhancing, and upgrading of these applications.
• Understanding of PC Desktop and LAN environments and components.
• Technical Support Certifications preferred but not required.
• High School Diploma or GED required.

Working Conditions

• Fast-paced, high pressure environment that requires sitting at a desk and being logged into a phone and ticket queue at all times during your shift.
• Requires a private workspace that is quiet and distraction free during your shift.
• Standard working hours, based on a 40-hour work week.
• Additional working hours required as needed to complete assignments and projects on schedule.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.