Technology Support Analyst

Job Summary:

The Technology Support Analyst is responsible for delivering technical support across enterprise applications, hardware, and mobile technologies to both office and field personnel. This role ensures timely resolution of issues, supports system access and device management, and maintains a high level of customer service. The Analyst collaborates with internal teams and stakeholders to troubleshoot complex issues, improve processes, and enhance the overall user experience. This position also contributes to documentation, workflow management, and continuous improvement of IT service delivery within the business.

Essential Duties and Responsibilities:

• Provide technical support for software, hardware, mobile devices, and enterprise applications for office and field users

• Analyze incoming support requests across enterprise systems to identify patterns, evaluate system performance, and recommend proactive solutions for office and field users.
• Troubleshoot, diagnose and resolve complex issues, escalating when appropriate and maintaining ownership through completion
• Support enterprise systems including ERP, mobile workforce applications, cloud storage, and collaboration platforms
• Evaluate mobile device management methodologies to improve device provisioning, compliance monitoring, and security standard execution across the business.
• Manage user accounts and access, including onboarding/offboarding, permissions, and multi-factor authentication
• Monitor and manage support queues, ensuring proper documentation, prioritization, and adherence to service standards
• Identify recurring technical issues and user-impacting trends and opportunities for improvement, contributing to root cause analysis, knowledge base documentation and continuous process improvement
• Conduct technical assessments of conference room, audio-visual, and collaboration technologies to ensure system reliability and scalability.
• Perform additional duties and responsibilities as assigned by management to support evolving business needs

Position Requirements (Work Experience, Skills, Licenses, etc.):

• Hands-on experience with device imaging, provisioning, software installation, operating system deployment (Windows/macOS), and basic hardware troubleshooting.
• Experience supporting device fulfillment, mobile devices, peripherals, and inventory/asset lifecycle management in a corporate environment.
• Proficiency with IT ticketing and asset management systems, including ServiceNow or similar ITSM/IAM platforms.
• Working knowledge of endpoint and mobile device management solutions, preferably IBM MaaS360, along with experience supporting Apple and Windows device ecosystems.
• Experience supporting core business technologies including Microsoft Office, Box, Google Workspace, mobile applications, and user access technologies such as Azure MFA.
• Strong troubleshooting, problem-solving, organizational, and execution skills with a high attention to detail and commitment to quality.
• Strong communication and customer service skills, with the ability to build trusted relationships across end users, field teams, vendors, and technical staff while maintaining confidentiality.
• Regular, reliable attendance and the ability to work in a fast-paced office, warehouse, or operational support environment is required.

Education and Experience:

• Required:
  • Bachelor's degree with 0-2 years of experience or a high school diploma with 3-5 years of experience.
  • Experience in IT support, technology fulfillment, endpoint support, logistics, or a related enterprise environment.
• Desired:
  • Technical certification, or coursework in IT, Computer Science, or a related field. Experience with Hardware Asset Management (HAM) is a plus. Familiarity with Apple Business Manager, telecom/carrier support, collaboration tools such as Zoom, and AV technologies such as Crestron is preferred.
  • Flexibility to support after-hours or weekend business needs as required.

ACCO Competencies:

• Proactivity/Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one's level/position and with minimal supervision.

• Perseverance: Shows wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.

• Motivation/Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.

• Technical Curiosity/Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.

• Insight: The ability to gather and make sense of information that suggests new possibilities.

• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.

• People Skills: Is approachable and gains the mutual trust and respect of others. Understands people's strengths & weaknesses and actively seeks to understand other perspectives.

• Communication: Fosters open, honest, candid and respectful communication. Effectively assesses, defines and communicates issues in a timely manner, both written and verbal.

• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.

• Big Picture: Understands and contributes to the organizations' short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.

• Problem-Solver: Ability to identify, analyze, and solve problems in support of personnel, group, department, or organizational objectives.

• Execution: Effectively takes a vision and translates into action by including the right people. Identify and remove barriers, when possible, to achieve results. Demonstrates appropriate compromise, effective time management, prioritization practices and holds team members (including themselves) accountable for their performance/conduct.

• Professionalism: Respectfully observes and challenges the status quo with intent for improvement. Can take direction, accept feedback, and take full responsibility for their actions. Lead by example through positive influence and ethical leadership with consideration of the entire organization.

Job Responsibility Level:

No direct reports

Travel Requirements:

Travel to office or field locations may be required 0-30% of the time.

Hours:

This is a non-exempt position from Monday through Friday. Work hours begin and end between 7:00 am and 5:00 pm with a one-hour break for lunch and two rest breaks. Eight hours per day is required and other occasional overtime may be necessary for business needs

Physical Demands:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 40 pounds.

• Specific vision abilities required by this job include close vision and ability to adjust focus.

• Prolonged sitting.

• Frequently required to reach with hands and arms.

• Occasionally required to stand; walk and stoop, kneel, crouch.

Competitive Wages:

$27 to $33 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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