Job Title: Global Internal Employee Technology Support Analyst II

Location: Addison, TX

Position Type: Full-Time, Onsite (4 days/week in-office, 1 day remote after training)

Position Summary: We are seeking a Global Internal Employee Technology Support Analyst to provide first-line support for internal employees via voice and chat channels as part of a 24/7 Global Service Desk. This is a client-facing role that involves basic troubleshooting of MS applications and proprietary systems. The successful candidate will be instrumental in maintaining agreed service levels and ensuring high-quality client care for a global user base.

Responsibilities:

• Provide first-line support for internal employees via voice and chat channels.
• Troubleshoot MS applications (Windows 10/11, MS Office Suite, Office 365, SharePoint, Skype) and proprietary systems.
• Handle multiple live chat sessions simultaneously while maintaining focus and ensuring timely responses.
• Document tickets clearly for the 2nd line teams when first-line resolution is not attainable.
• Achieve performance targets and quality metrics related to customer service and call/chat handling.
• Collaborate with regional and international partners to deliver exceptional client care.
• Participate in technical training and on-the-job support provided by peers and subject matter experts.

Experience:

• 3-5 years of experience in a technical support or customer service role.
• Proven client care and customer service skills.
• Strong ability to work well in a team and build relationships with global partners.
• Excellent organizational skills with the ability to prioritize workloads effectively.
• Ability to multitask and maintain focus in a fast-paced environment.
• Demonstrated success in meeting or exceeding performance targets and goals.
• Strong communication and written skills.

Desired Skills:

• Technology call center or customer service experience.
• Experience in hardware support, specifically with Windows 10/11.
• Familiarity with MS Office Suite, Office 365, SharePoint, and Skype.
• Knowledge of network tools such as Citrix, VPN, and Cisco AnyConnect.
• Experience with IT Service Management (ITSM) tools, such as Remedy (not essential).

Additional Requirements:

• Must be available to work holidays if scheduled.
• Shifts will be discussed during the interview process.

Training:

• In-house technical training will be provided, with real-time support from peers and subject matter experts.

If you are passionate about customer service and looking to grow your career in IT support, we encourage you to apply!