Technical Support Analyst

JOB TITLE: T echnical Support Analyst REPORTS TO: Director, Information Technology LOCATION: 11110 Goodnight Lane Suite 100 Dallas, TX 75229 JOB TYPE: Full-Time | Monday – Friday | 8:00am-5:00pm COMPANY OVERVIEW: We are the largest wholesale flooring company in North America and have been named a Top Workplace for 10 years in a row! With amazing benefits and family like culture, our company is now the largest multi-family flooring provider in North America. We value our employees and provide awesome benefits, and a positive work environment! JOB OVERVIEW: The Technical Support Analyst will deliver prompt and efficient technical assistance to our nationwide team of over 900 employees. In this role, the Technical Support Analyst will demonstrate commitment to customer service by actively listening to employees' concerns, utilizing a solid technical background to diagnose and resolve issues, and adeptly managing shifting priorities. Proficiency in articulating technical solutions with clarity, patience, and support is crucial for fostering effective collaboration within the team. RESPONSIBILITIES: Offers technical support to company employees through phone and email systems to solve general technical problems through a ticketing system. Creates, maintains and terminates user accounts within Active Directory, Google Apps, CommandLink, DocStar and other business systems. Troubleshoots and resolves network connectivity issues such as printing/scanning, LAN, WAN, wireless, VPN, and Remote Desktop issues. Configures and ships equipment for new users, or for users due for an upgrade. Terminates users, removes and backs up local data, and ensures that equipment is returned or reassigned. Maintains the IT inventory system. Provides on-site and remote support for the company’s technology equipment, including but not limited to: laptops, desktops, monitors, docking stations, network printers, copiers, scanners, VOIP phones, postage machines and projectors. Supports software applications including, but not limited to: Windows, Google Apps, RFMS, DocStar, Google Chrome, Internet Explorer, Microsoft Office, Adobe, Remote Desktop, internal applications and mobile devices (Apple, Android). Collaborates within the IT team, as well as with company leaders on special projects. Provides emergency support during an on-call schedule covering weekends and weekday evenings. Establishes and maintains positive working relationships with employees across the organization, departments, and locations. Functions as an effective member of the IT team, assisting co- workers as needed and learning from colleagues and supervisors. Supports the goals of the IT department. Participates in special assignments and activities as required or approved; demonstrates initiative in the interest of the organization. Upholds the values and culture of the company. Demonstrates professionalism and integrity and conducts oneself in a manner that reflects favorably on the organization. Maintains confidentiality of company information and follows procedures for any disclosure. Adheres to all applicable state insurance regulation requirements and other applicable laws, regulations, and standards. Other duties as assigned by management. QUALIFICATIONS: 6+ months of entry-level IT support, customer service, or tech-adjacent experience Experience using ticketing systems and providing end-user support via remote desktop software Basic hands-on familiarity with PC hardware and setup Intermediate knowledge of Google Workspace and Microsoft Office Familiarity with system imaging or software deployment solutions Strong interpersonal and customer service skills Ability to work effectively in a team environment while working independently with minimal supervision Strong troubleshooting and problem-solving skills to diagnose technical issues Preferred (Optional): 2-year technical degree or Microsoft / CompTIA certifications AMAZING BENEFITS: ⭐ Paid Time Off (PTO) ⭐ Paid Holidays ⭐ FREE Life & Disability Insurance ⭐ Health Care Insurance - Company pays most of the cost! ⭐ Dental & Vision Care Insurance options ⭐ Retirement 401(k) + GENEROUS company match ⭐ Annual Bonus Potential ⭐ Fitness Membership Reimbursement ⭐ Employee Referral Bonus Program ⭐ More! Real Floors: We Live “Got-Your-Back-Ability” Every Day! NOTE: Principals only. Recruiters, staffing agencies and other third parties will not be considered. Real Floors, Inc. & Real Floors Commercial, Inc. provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.