Support Analyst

Working as a Support Analyst

While under general supervision, the Support Analyst will provide remote first line Information Technology (IT) support and training to all end-users, restore service, and/or identify and correct core problems. The Support Analyst will report to the IT Support Supervisor.

Certa ProPainters, Ltd. is a franchisor of more than 370 independently owned and operated CertaPro Painters® franchised businesses located through the United States and Canada. CertaPro Painters began operations in 1992 and has become the largest residential and commercial painting company in North America.

Essential Functions and Responsibilities

• Provide excellent customer service for all support queries and adhere to all service management principles.
• Act as the first point of contact to provide helpdesk support, via phone, computer, through our ticketing system, for most issues related to desktop software, hardware, and peripherals.
• Work within our ticketing system to create detailed work logs and technical documentation.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine and provide the best solutions based on the issues as diagnosed and/or details provided by the customer.
• Escalate unresolved calls/tickets to the Senior Analysts and/or Supervisor as needed. As well as set customer expectations for follow-up (i.e. when to expect follow-up contact and by whom).
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Creating user accounts, reset passwords, assign security rights, database maintenance & support, and other duties as assigned.

Qualifications and Experience Preferred

• Previous IT Service Desk and/or Call Center experience.
• AS/AA College degree or applicable work experience.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• Ability to handle and self- prioritize workload to ensure needs are met.
• Maintain and produce user and troubleshooting documentation for both technical and non-technical end users.
• Strong analytical and problem-solving skills required.
• Excellent communication skills and phone-etiquette.
• Incident Management experience – Managing incidents including business expectations and communication.
• Knowledge of Microsoft based operating systems with emphasis on Windows 10 and up, and Office 365/Microsoft Dynamics.
• Knowledge of CRM based platforms.

CertaPro Painters, Ltd. is an equal opportunity employer. In order to provide equal employment opportunities to all employees and applicants for employment, employment decisions at CertaPro will be based on merit, qualifications, and abilities. CertaPro prohibits discrimination and harassment based on an individual’s race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.