Technical Support Analyst

About the Role
Shamrock is seeking an onsite Technical Support Analyst to join the team. The ideal candidate serves as a key member of the IT Operations team, providing advanced support for end-user technology while driving continuous improvement across the technology environment. This role is responsible for resolving complex technical issues, performing root cause analysis, contributing to IT initiatives, and partnering with business stakeholders to deliver reliable and secure technology services.
What You’ll Do

Perform advanced troubleshooting and issue resolution.
Conduct root cause analysis and identify recurring issues.
Partner with infrastructure, security, application, and business teams to resolve complex technology issues.
Create, maintain, and improve technical documentation and knowledge-base content.
Participate in and execute technology deployments, and operational improvement projects.
Audit assets and technology resources.
Identify opportunities for operational improvement.
Configure and install new systems as well as upgrade and support existing workstations.
On-board new employees into software systems with correct access and hardware needed.
Ability to help users both in person and remotely, both over the phone and through chat.
Prevent repeat issues by addressing underlying issues.
Take initiative in areas of improving our operations and staying educated on the latest relevant IT technologies and methodologies.
Participate in a 24/7/365 on-call rotation, resolving issues after hours independently.

What You’ll Bring

2-3+ years of experience in desktop support, technical support, or IT operations.
Experience troubleshooting Windows operating systems, endpoint hardware, and business applications; macOS experience is a plus.
Working knowledge of Microsoft 365 and Active Directory administration.
Strong analytical, troubleshooting, and problem-solving skills.
Experience managing incidents through resolution and collaborating with escalation teams when needed.
Strong written and verbal communication skills with the ability to explain technical issues to non-technical users.
Ability to prioritize work effectively in a fast-paced environment while maintaining high service standards.
Ability to lift and relocate computing equipment up to 40 lbs.

What Will Set You Apart

Experience with ITSM and collaboration platforms such as Jira, Confluence, and Zoom.
Experience with endpoint management technologies such as SCCM or similar solutions.
Basic PowerShell scripting experience.
Experience supporting secure and compliance-focused environments.
Understanding of networking fundamentals, including DNS, DHCP, VPN, and wireless technologies.