Role Overview
The Technology Support Analyst provides day-to-day technology support to LLR employees and helps ensure our people can work effectively, securely, and with minimal disruption. This is a highly service-oriented, hands-on role supporting laptops, applications, conference rooms, access, connectivity, and other workplace technology.
The role is ideal for someone early in their technology career who enjoys solving problems, working directly with people, and building broad exposure across IT systems and business technology. The Technology Support Analyst will work closely with LLR's Technology team and external vendors, escalating more complex issues while taking ownership of the employee experience from initial request through resolution.
Responsibilities
- Serve as a first point of contact for day-to-day technology support, troubleshooting hardware, software, connectivity, access, printing, and peripheral issues for employees.
- Set up, configure, deploy, and maintain laptops, monitors, mobile devices, and other workplace technology, including support for employee onboarding and offboarding.
- Provide hands-on support for Microsoft 365 and other core business applications, resolving common user issues and escalating more complex technical problems as appropriate.
- Support conference room and meeting technology, including video conferencing, displays, audio, and connectivity, and help ensure meetings run smoothly.
- Manage incoming support requests, prioritize issues based on urgency and business impact, communicate clearly with users, and follow issues through to resolution.
- Maintain accurate technology inventory, documentation, equipment records, and standard operating procedures, and identify recurring issues or opportunities to improve the employee technology experience.
- Partner with other members of the Technology team and third-party providers on infrastructure, cybersecurity, application, and workplace technology initiatives as needed.
Qualifications & Success Factors
- 0–2 years of experience in IT support, desktop support, help desk, workplace technology, or a related role; relevant internships, coursework, or certifications may substitute for professional experience.
- Strong problem-solving skills and technical curiosity, with the ability to troubleshoot systematically, learn new technologies quickly, and know when to escalate.
- Exceptional service orientation and communication skills, with the maturity and professionalism to support employees across levels in a fast-paced, high-expectation environment.
- Reliable, organized, and detail-oriented, with a strong sense of ownership and the ability to manage multiple requests without losing sight of follow-through.
- Comfortable working on-site and providing hands-on support; familiarity with Windows, Microsoft 365, laptops and peripherals, conferencing technology, and basic networking concepts is preferred.
