Technical Support Analyst
Based in Ann Arbor, this role will be a member of a team of talented support specialists who provide both remote and in-person support across our EMEA / APAC / AMERS regions. Working as part of a large global team, you will be responsible for day-to-day support, providing expertise to our customers, and looking for opportunities to expand your technical knowledge.
Provides second level end user support and general IT services to the Thomson Reuters enterprise. Ensures that all staff have the appropriate tools to perform their job function and that these tools are kept in working order and where necessary repaired with the minimum of user disruption
About the role
In this opportunity as a Technical Support Analyst, you will:
Performs troubleshooting on issues - providing guidance, basic training, and technical support to end-users
Monitor the Helpdesk / Service Center system and respond appropriately and timely to tickets
Complete additional tasks such as inventory, shipping, and imaging
Fully contribute to the utilization of the hardware/software inventory process
Serve as a problem escalation point on technical issues
Participate in assigned projects
Review and update documentation existing in enterprise knowledge base
Fully contributes to, and mentors others in, the utilization of the hardware/software inventory process system implemented
Produces well written technical and business documentation, such as project justification documents and proposals
Creates and publishes new documentation pertaining to previously undiscovered software/hardware issues and/or specific Operating issues in enterprise knowledge base. Provides solutions used by Tier 1 Help Desk support. Reviews and updates documentation existing in enterprise knowledge base.
Acts as a point of focus for the company for all IT desktop support issues performing installs, upgrades, and moves as appropriate
Provides technical guidance and direction to team members and peers.
Reviews identified business process issues and recommends applicable technical solutions to various user groups.
May lead small teams
Provides support and project guidance for new departmental staff, less senior staff, and individuals outside the work group
Provides advanced network analysis for issues related to connectivity
Escalates any issues that cannot be resolved at 2nd level to the appropriate resource within the IT team
Has mastered the use of, and is able to mentor others in, the problem management/ticket tracking system
May initiate postmortem process as appropriate.
Identifies reoccurring hardware and software incidents and proposes solutions.
Thrives under constantly changing conditions, offering new ideas and fresh approaches to problems
Contributes to the continual improvement of the change management process.
Conducts informal and formal technical and/or business presentations for peers, customers, and occasionally at the organization level.
Provides input and recommendations for departmental processes, policies, and standards, considering impact on the organization.
Evaluates and implements best practices
About You
You're a fit for the role of Technical Support Analyst if your background includes:
1-2 years' experience of on-site Desktop support
Must be able to come to the Ann Arbor office 5 days/week
Experience supporting Windows and Mac OS
Knowledge of mobile devices and MDMpreferred
Experience with administering accounts in Azure and InTunewould be beneficial
Passionate about Customer service
Passionate to innovate and improve existing processes
Passionate to use AI to enhance existing processes
#LI-GK1
What's in it For You?
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you'll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Flexibility & Work-Life Balance:Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.
Career Development and Growth:By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global... For full info follow application link.
As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
