Technical Support Analyst
Research Solutions, Inc. (NASDAQ: RSSS) provides cloud-based technologies to streamline the process of accessing, managing, and creating intellectual property. Since its founding, the company has been a pioneer in developing solutions to serve researchers. Today, more than 70 percent of the top pharmaceutical companies, prestigious universities, and emerging businesses rely on our family of products, powered by AI and NLP technologies, to support the innovation process from end to end with the most comprehensive information and knowledge tools on the market. For more information and details, please visit researchsolutions.com.
We are seeking a Technical Support Analyst to work towards ensuring the efficient operation of our employees' software and hardware systems, primarily supporting Windows and Microsoft365. This is a fully remote position reporting to the Technical Support Manager.
Open to candidates residing in the following states: CA, CT, FL, GA, ID, IL, IN, KY, MA, MI, MN, NY, PA, RI, TX, UT, VA, WI.
Responsibilities
- Manage technical support issues submitted through the Zendesk ticketing system by collecting the information needed to properly resolve or escalate tickets using common sense and good judgment
- Provide detailed documentation of steps taken and status of tickets in Zendesk
- Troubleshoot & resolve software & hardware problems for Windows and macOS systems by using critical thinking skills and our internal knowledge base, utilizing GoToAssist remote desktop software
- Assist users with hardware-related issues by walking them through reasonable steps remotely and /or contacting manufacturer for hardware under warranty
- Expediently escalate issues you cannot resolve to the Technical Support Manager
- Install / update approved software and operating systems on company computers
- Assist with administrative tasks in Microsoft 365 and other systems, strictly adhering to company policies and with a security-first mindset
- Complete special projects assigned by the Technical Support Manager
Required Qualifications
- Proficiency and at least 2 years’ experience supporting Windows 10 / 11
- Proficiency and at least 2 years’ experience supporting Microsoft 365 and Office 365
- Eagerness, curiosity, and aptitude to learn new systems and skills on an ongoing basis
- Proficient written and verbal communication skills in English
- Security-first mindset that always keeps data and hardware security your foremost priority and relies on established company approval guidelines
- Critical thinking skills – ability to interpret tickets and information in them provided by users using context clues, fact-finding, existing IT procedures, & approval structure, and to take the appropriate actions to determine the steps to resolution
- Understanding why you perform the steps you take and make the decisions you make
- Ability to take ownership of assigned tickets and tasks with continual follow-up
- Ability to keep privileged information confidential
- Ability to follow directions and strictly adhere to established guidelines
- Motivation to use down time to learn new skills; insatiable desire to learn and improve
- Strong organizational skills with the ability to manage multiple tasks and priorities
- Detail-oriented and proactive attitude, willing to take initiative
- Ability to work independently and focus on tasks without becoming distracted in your home office environment
- Patient and professional demeanor, strong interpersonal skills when helping users and interacting with colleagues, capable of working effectively in a team environment
Preferred Skills
- CompTIA A+ Certified
- Bilingual (Mexican Spanish)
Company Tenets:
- Take Initiative – We believe in action. Our team members actively seek opportunities to create impact, solve problems, and move the needle – without waiting to be told.
- Think Critically – Sound judgement matters. We make decisions based on logic, evidence, and common sense – never autopilot. We ask questions, challenge assumptions, and stay curious.
- DET: Do the Experiment – Innovation starts with action. We’re open to bold ideas and quick to test them. By running small, smart experiments, we gather real-world data, learn fast, and iterate with purpose.
- Be Accountable – Trust is built on consistency. We take ownership of our responsibilities, communicate openly, and follow through – especially when it’s hard.
- Be an Owner, Not a Renter – We don’t just show up – we invest. Our team takes pride in what we build, treating every project like it’s our own and caring deeply about outcomes, not just tasks.
We offer a competitive salary, comprehensive benefits package, and opportunities for professional development and career growth. If you are a self-motivated individual with a desire to make a meaningful impact, we encourage you to apply to join our team as a Technical Support Analyst.