RaceTrac Company Overview

Job Description:

The Technical Support Analyst is responsible for supporting the monitoring and maintenance of the organization’s computer hardware and software. This individual participates in the onboarding, installation, and maintenance of all employee computer systems, while providing efficient customer service to all employees. Up to 10% travel may be required.   

Responsibilities:

• Greets and assists all visitors, demonstrating a commitment to delivering superior customer service and the ability to work with diverse customers.
• Monitors ticketing system for closed tickets and follows up with customers to ensure their needs are met.
• Documents and escalates tickets in a timely manner, if the customer needs are not met.
• Answers calls and retrieves messages daily; records each concern into the ticketing system.
• Handles general questions about Tech Support and Information Systems.
• Maintains a pleasant appearance of the Tech Support Area.
• Assists with administrative duties as needed including but not limited to securing packages upon delivery and notifying recipients, filing, reporting, and supplies inventory.
• Ensures customers have their issues addressed on the spot or assists with logging a ticket in the ticketing system.
• Identifies any quality improvements to meet goals and exemplifies leadership for outstanding customer service at all levels of the organization.

Qualifications:

• 3+ years experience in related field preferred
• Knowledge of PC, network, hardware, and software installation and configuration preferred
• CompTIA and/or Microsoft certifications a plus