Empire Merchants North ยท 1 day ago
Technical Support Analyst - Level 1
Coxsackie, NY
Full-time
Onsite
Entry Level
$19.23/hr - $24.03/hr
1+ years expEmpire Merchants North is the premier wine and spirits distributor in Upstate New York, seeking a Technical Support Analyst - Level 1 to provide front-line technical support to end users. The role involves troubleshooting hardware and software issues, resolving service tickets, and maintaining documentation of applications from a technical perspective.
Wine And Spirits
Responsibilities
Provide exceptional customer service via phone, by email or in person as appropriate
Is first line of troubleshooting technical related problems, engaging Management within and outside the department as necessary
Resolve help desk issues including troubleshooting hardware and software issues
Perform user administration duties within all necessary systems including Active Directory, Office 365, Liquid Decisions and SAP
Support multiple platforms including desktops, laptops, mobile devices and video teleconferencing units
Exercises sound professional judgment in analysis of problem to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem
Repair computers / laptops including replacing hardware components and reloading operating system and all required software
Install, support and maintain printers and related hardware and software
Provision iPads for sales force
Position may require independent work, sharing information and technical expertise and assisting others with service requests and work orders
Diagnose, evaluate and resolve complex problem situations
Maintains up to date documentation of applications from a technical perspective
Escalate tickets when necessary
Performs other tasks as assigned
Maintains a safe and clean working environment by complying with procedures, rules, and regulations
Qualification
Required
Associates degree in a related field; a bachelor's degree is a plus
1 to 2 years of customer service experience is required
1 to 2 years of technical support and troubleshooting related experience is required
Computer system hardware, peripheral setup and configuration experience is required
Remote Desktop support experience
Must be familiar with Microsoft Windows operating systems installation configuration and troubleshooting
Must be able to quickly adapt to new technologies
Must be familiar with Office 365 applications as well as administration of users in the Office 365 portal
Must be familiar with user and computer management in Microsoft Active Directory
Must be a result-oriented professional with excellent verbal/written communication skills using diplomacy and discretion as well as strong customer service skills
Ability to multi-task, work independently and/or within a team, pays attention to detail and meet deadlines
Strong problem solving and analytical skills
Benefits
Paid Holidays
Health Plan options (medical, dental, life insurance, and other voluntary plans)
Flexible Spending Account
401K
PTO
Vacation accrual
And more
Company
Empire Merchants North
Empire Merchants North is a wine & spirits company that provides wine and spirits.
501-1000 employees
H1B Sponsorship
Empire Merchants North has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Keith Abatto
Chief Operating Officer & Chief Financial Officer
Company data provided by crunchbase