Technical Support Analyst

About the Role

Scanning Solutions is seeking a Technical Support Analyst to assist customers and internal teams with software and technology-related issues. The successful candidate will investigate reported problems, provide technical guidance, document resolutions, and escalate complex matters when necessary.

Key Responsibilities

* Respond to technical support requests through approved channels.

* Investigate software, application, connectivity, and access-related issues.

* Gather information needed to diagnose reported problems.

* Provide clear, step-by-step technical assistance.

* Troubleshoot issues using established procedures and available resources.

* Document troubleshooting activities and resolutions.

* Escalate complex or unresolved issues to the appropriate technical team.

* Monitor outstanding support requests and provide follow-up.

* Identify recurring technical issues and communicate trends to management.

* Assist users with software and configuration-related questions.

* Maintain knowledge of company applications and support procedures.

* Follow company security and data-protection requirements.

Qualifications

* High school diploma or equivalent required; technical education or certification is a plus.

* Previous technical support, help desk, software support, or related experience preferred.

* Strong troubleshooting and analytical skills.

* Comfortable learning and supporting business software applications.

* Excellent written and verbal communication skills.

* Ability to explain technical information clearly to nontechnical users.

* Strong documentation and organizational skills.

* Ability to work independently while collaborating with technical teams.

Benefits

* Competitive hourly compensation.

* Fully remote work environment.

* Comprehensive training and onboarding.

* Opportunities for technical and professional development.

* Collaborative team environment.

* Additional company benefits may be available based on eligibility and employment status.