System Support Analyst

Aspira | Call Center Operations

About Aspira

For forty years, Aspira has been the market-leading software and services provider for the great outdoors, primarily for state and provincial parks and wildlife agencies. As part of our constant evolution, we're executing an aggressive multi-year transformation to accelerate revenue growth, optimize cost structures, and maximize shareholder value while expanding our market position.

The leadership team has reset the company?s core values to drive our transformation: Customer Obsession, Forward Momentum, One Team One Dream, Radical Transparency, Win with Integrity, and Excellence guide everything we do.

The Ideal Candidate

The System Support Analyst oversees the intake, analysis, troubleshooting, and resolution of hardware, network, software, and customer service-related issues. This role ensures client satisfaction by maintaining strong relationships throughout the resolution process, addressing inquiries from phone, email, chat, cases, and other channels. The ideal candidate is a proactive problem-solver with analytical and collaborative strengths, comfortable working independently or as part of a team, and contributes to team development by sharing expertise in best practices, procedures, and technical and non-technical skills.

Key Responsibilities
? Provide remote technical support to clients per service level agreements, resolving hardware, network, operating system, driver/firmware, and software issues (both off-the-shelf and custom) with clear, client-focused communication.
? Diagnose and resolve technical problems efficiently, guiding clients through hardware and equipment installation, configuration, repair, and upgrades.
? Troubleshoot point-of-sale systems (e.g., PCs, tablets, mobile devices, printers, scanners, card swipes, cash drawers, switches, routers, modems) and perform basic network diagnostics with technical proficiency.
? Monitor and respond to client requests via phone, cases, chat, and related channels, ensuring rapid resolution and proactive escalation follow-up.
? Track case progress, meet SLAs, and ensure timely workload closure using effective organizational and time management skills.
? Explain hardware and software functionality to clients, simplifying complex technical concepts with a customer-first approach.
? Collaborate with third-party vendors (hardware, software, connectivity) and internal teams to support seamless operations.
? Produce and maintain clear, user-friendly documentation (e.g., knowledge base articles) for internal and client use.
? Lead projects to completion, adapting to shifting priorities or additional tasks with a proactive, self-directed mindset.
? Stay current on product and service knowledge, quickly adapting to new information in a fast-paced setting.
? Manage multiple high-priority tasks with professionalism, reliability, and a team-oriented attitude.

Qualifications
? Quick adaptability and self-directed learning with minimal supervision.
? Strong problem-solving and interpersonal abilities.
? Proactive approach with a focus on efficiency.
? Dependable attendance and punctuality.
? Professional demeanor suited to a corporate environment.

Desired Education And Experience
? IT certification(s) such as CompTIA (A+, Network+), Microsoft Role-Based Certification, or equivalent experience.
? Degree in IT, Computer Science, or a related technology field, or equivalent practical experience.
? 2-4 years of experience in hardware support.
? 2-4 years of experience with home/small office network support.
? 2-4 years of experience troubleshooting software and Windows operating systems.