.RoleThe Technical Support Analyst works towards ensuring the efficient operation of our employees' software and hardware systems. Your responsibilities will encompass a wide range of tasks focused on technical support. The position reports to the Technical Support Manager.ResponsibilitiesManage technical support tickets in Zendesk ticketing system, including gathering necessary information to resolve or escalate the ticket appropriately and providing detailed documentation of steps taken.Troubleshoot and resolve software and hardware problems for Windows and macOS company laptops using GoToAssist remote desktop software.Assist users with hardware-related issues by walking them through reasonable steps remotely and/or contacting manufacturer for hardware under warranty.Ensure all equipment is up to date with the latest software updates.Provide technical assistance to end-users, resolving hardware and software issues.Install/update approved software on company laptops.Assist with administrative tasks in Microsoft 365, HubSpot, and other systems, strictly adhering to company policies and with a security-first mindset.Eagerness and aptitude to learn new systems and skills on an ongoing basis as our company grows.RequirementsAbove average Windows 10 and 11 knowledge.Above average Microsoft 365 knowledge.Proficient written and verbal communication skills in English and Spanish.Motivation to use downtime to learn new skills; insatiable desire to learn and improve.Strong organizational skills with the ability to manage multiple tasks and priorities.Detail-oriented and proactive attitude, willing to take initiative.Excellent problem-solving skills and a logical approach to challenges.Strong interpersonal skills, capable of working effectively in a team environment.Critical thinking skills – ability to interpret tickets and information provided by users using context clues, fact-finding, existing IT procedures, and approval structure, and to take the appropriate actions to determine the most effective resolution.Windows technical support experience.Ability to follow instructions in English.Ability to focus on tasks without becoming distracted.Security mindset – perform job in a way that keeps data and hardware security foremost priority and relies on established approval guidelines.Desired Skills:Experience as a Desktop Support Technician or similar role.Experience working in a medium-sized business environment.Strong technical skills in desktop hardware, operating systems, and software applications.Familiarity with the concept of a ticketing system.Outstanding interpersonal and customer service skills.Ability to work independently and as part of a team.About Research SolutionsAt Research Solutions (NASDAQ: RSSS), we provide cloud-based technologies to streamline the process of obtaining, managing, and creating intellectual property. Founded in 2006 as Reprints Desk, the company was a pioneer in developing solutions to serve researchers