Desktop Support Analyst - Remote

We are looking for a Desktop Support Analyst who can provide Tier 1 Technical support and problem resolution to service engineers, inside service and customers as requested or required; using e-mail and web tools.

We desire someone who can play an active role in the development, maintenance and implementation of technical documentation, installation protocols, user information services and in-house technical knowledgebase systems.

Key Competencies:

• Answer technical support chat line for Desktop Software Informatics Products
• Able to perform Tier 1 troubleshooting to manage and resolve support issues
• Self-starter, attention to detail
• Must work well in team environment
• Flexible to cover US or European work hours
• Provide electronic support for Desktop Software Products
• Ability to effectively communicate with all levels of personnel
• Metric measurements will include customer satisfaction, work quality and knowledgebase contributions
• Strong verbal and written communication skills required
• Superior English literacy and numeracy skills required
• Update Support web site with technical information
• Weekly case reviews with manager and peers

Basic Qualifications:

• REST API service exposure
• 1-2 years minimum experience working in an IT or Software Support role
• Knowledge of Macintosh Operating Systems
• Virtual machine (VMWare) exposure
• Fluent English Speaking and Writing
• JavaScript/TypeScript exposure
• Experience with ChemDraw or Competitor Product Software preferred
• Knowledge of Windows Operating Systems
• Docker/Kubernetes exposure
• Python exposure
• Chemistry Degree or Diploma
• Familiarity with Microsoft Office products (e.g. Excel, Word, PowerPoint)

Preferred Qualifications:

• Familiarity with JSON/HAR
• Other Database Knowledge: SQL Server, Access, MySQL
• JIRA or similar bug tracking software
• Networking knowledge
• Zendesk or other support platform experience

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