Technical Support Analyst providing first - level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.
About the role
- Deskside Support Technician providing Level 2 support for laptops and desktops. Involves solving technical issues face-to-face with end users in a large enterprise environment.
Responsibilities
- Provide Level 2 (L2) deskside support for laptops, desktops, and peripheral devices.
- Deliver hands-on, deskside support by sitting with employees to troubleshoot and resolve hardware and software issues.
- Assist with device setup, configuration, and maintenance.
- Escalate complex issues to higher-level support teams as needed.
- Maintain accurate records of support requests and resolutions.
- Ensure excellent customer service and user satisfaction in all interactions.
Requirements
- 5 years of experience in a large Enterprise environment
- Windows 11 support
- Microsoft 365 support experience
- End user network connectivity troubleshooting
- Experience with Service Now
- Solid Soft Skills – experience working with customers face to face
- Experience in a manufacturing environment is not required but preferred.
- Bachelor’s degree in Computer Science, Information Technology, or related technical field
Benefits
- Comprehensive benefits package which includes medical and dental coverage
- Disability
- Retirement benefits
- Paid leave
- Paid time off
- Discretionary annual bonus program
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