The Technical Support Analyst is responsible for providing daily technical support and enhancements to SERVPRO’S critical business Systems, and desktop environment. Responsibilities encompass support for a technical infrastructure of corporate users and daily access to and usage of corporate systems for Franchises nationwide.
Working Hours: Monday, Tuesday, Thursday, Friday: 11am - 8 pm; Saturday: 8 am - 5 pm
Major Duties and Responsibilities
Provide user support for applications provided for the Franchise and Distributor user communities and for corporate users.
Provide support for PC/Desktop workstations, software, printers, and other equipment support by Information Systems.
Utilize Revelation software (ticket management system) to manage and maintain a record of all support calls for responses.
Allocate work efforts to follow the time expectations developed by Information Systems Management for the percent of time spent on initiatives, requests, and support.
Actively and consistently support all efforts to simplify and enhance the Franchise/customer experience.
Demonstrate expertise by providing sound, creative technical approaches and thorough knowledge of Microsoft applications, upgrades, patches, and new system technology as utilized in the SERVPRO environment.
Assist with the development of user documentation for software developed in-house, as well as, documentation concerning the application of commercial software to SERVPRO processes.
Attend Information Systems staff meetings.
Provide other duties and functions as requested by Management.
Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
One to three years of experience in a technical environment, providing technology support to end-users preferred.
Understanding of Microsoft applications and systems.
Understanding of installing, maintaining, enhancing and upgrading of these applications.
Understanding of PC Desktop and LAN environments and components.
Related Work Experience Number of Years
Experience in a technical environment, providing technology support to end-users preferred.
High School Diploma or GED required.
Associates Degree or program completion in related field preferred.
A+, Network +, Security+, HDI Certifications preferred.
Fast-paced office work environment (sitting, standing, talking, and walking), based on a 40 hours work week (Monday – Friday, 10 am – 7 pm).
Constant PC and telephone use.
Servpro Industries, Inc. has received multiple honors, including:
2015, 2016, 2017 Tennessean Top Workplace Award - Ranked #6 in large company category.
2004-2016 Entrepreneur Magazine - ranked #1 in Restoration Services; ranked #4 Franchise Opportunity overall in 2016.
2012 Forbes Magazine - ranked #5 in "Top Franchises for the Buck."
2011 CNN Money.com - ranked #7 Franchise Opportunity overall.
2010-2011 Dun and Bradstreet - ranked #9 Franchise Opportunity overall.
2008-2012 Nashville Business Journal - Top 25 Fastest Growing Private Companies.
2007 Nashville Business Journal's Women of Influence Award presented to Servpro Industries, Inc. CEO Sue Steen.
Benefits that Make a Difference:
Exceptional Benefits Package including Medical, Dental, Vision, and More:
Medical plan options (PPO; HDHP)
401(k) with company match.
Generous vacation, personal and paid time-off plans.
Personal and professional development programs.
Employee Assistance Program (EAP).
Health Savings Account (HSA).
Flexible Spending Account (FSA) and Dependent Care pre-tax programs.
Award-winning Wellness program:
Employee fitness and personal trainer rooms.
On-site massage therapy.
“Financial Wellness” education and training programs.
Multi-million dollar campus expansion and renovation.
Leadership Library and SERVPRO® Museum