Technical Support Analyst

HKS, Inc
United States, Texas, Dallas
Apr 15, 2025
Overview: Supports project teams using a wide range of developing professional skills with supervision. Provides primary technical support for our customers and end users. Responds to service tickets and assists with all technical related issues including software installations, hardware malfunctions, and network failures. Eager to learn, highly organized and strong technical and creative problem-solving skills. Responsibilities: Fields incoming service requests and deploys solutions accordingly with guidance and in collaboration with team Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner Provides walk-up assistance to customers who may need in-person support Develops documentation to help improve Service Management ecosystem Deploys new or refreshed computers and assists customers with post install configurations Participates in cross-training with next levels teams to develop specializations Acts with positive, service-driven attitude with a commitment to going above and beyond to help customers and team members Travel may be required Qualifications: Professional degree or an equivalent combination of education and experience Typically with 2+ years of experience supporting basic IT systems Experience in MS Office Suite, including Excel, Outlook and Word Strong technical and computer skills to resolve software and hardware issues Strong customer service, interpersonal skills and the ability to interact with all levels of staff Strong work ethic and eagerness to produce high quality, accurate results Ability to hold sensitive information with a high level of confidentiality and integrity Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing Ability to proactively problem solve and apply innovative solutions Ability to work and collaborate in a team environment, and ability to work independently and prioritize work Ability to work on multiple projects at the same time Ability to effectively meet deadlines at expected quality If you currently work for HKS, please submit your application via the Internal Careers Portal. HKS is an EEO/AA Employer: M/F/Disabled/Veteran