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 including:

Experience supporting Windows and Mac OS 

Knowledge of mobile devices and MDM preferred

Experience with administering accounts in Azure and InTune would be beneficial

Passionate about Customer service

Passionate to innovate and improve existing processes

Team player

Passionate to use AI to enhance existing processes

#LI-GK1

What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $56,000 - $104,000. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

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 all 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.