At Boomerang, the Technical Support Analyst plays a pivotal role in maintaining the seamless operation of our cutting-edge technology infrastructure. This position is crucial for delivering top-tier support to internal teams and clients, minimizing downtime, and driving operational efficiency. By troubleshooting complex issues and implementing proactive solutions, you will directly contribute to our company's growth and reputation as a leader in innovative services, ensuring every stakeholder experiences reliable and high-performing systems that fuel business success. In this dynamic role, you will handle a diverse range of daily tasks including responding to support tickets via email, phone, and chat within strict SLAs, diagnosing hardware and software malfunctions, and performing root cause analysis to prevent recurrence. Weekly, you will collaborate with IT, engineering, and product teams to escalate advanced issues, conduct system audits, and update knowledge base articles with detailed resolutions. Monthly responsibilities encompass generating performance reports on ticket resolution times, system uptime metrics, and user satisfaction scores, while participating in cross-functional projects like software rollouts or network upgrades. You will also mentor junior support staff, manage on-call rotations for after-hours support, and deliver training sessions to end-users on best practices, ensuring all deliverables align with company KPIs such as 95% first-contact resolution rate and under 4-hour average response time. Candidates must hold a Bachelor's degree in Computer Science, Information Technology, or a related field, along with at least 3-5 years of hands-on experience in technical support or helpdesk environments. Proficiency is required in Windows and macOS operating systems, Active Directory, Microsoft Office 365, and ticketing systems like Zendesk or ServiceNow. Familiarity with networking protocols such as TCP/IP, DNS, and VPNs, plus experience with remote desktop tools like TeamViewer, is essential. Industry knowledge in SaaS environments and any certifications such as CompTIA A+, Network+, or ITIL Foundation will set you apart, demonstrating your ability to handle enterprise-level support challenges effectively. Success in this role demands strong technical acumen paired with exceptional soft skills, including clear verbal and written communication to explain complex concepts to non-technical users, problem-solving under pressure, and a customer-centric mindset. You should excel in multitasking across multiple support channels, demonstrate patience and empathy in high-stress situations, and possess analytical skills to identify trends in support data. Collaborative teamwork is key, as you'll interface daily with developers, managers, and executives, while a proactive approach to continuous improvement will help innovate our support processes. Boomerang is a forward-thinking company revolutionizing project management and collaboration tools, with a mission to empower teams worldwide through intuitive technology. Our New York headquarters fosters a vibrant, inclusive culture emphasizing innovation, work-life balance, and employee growth. With collaborative open workspaces, regular team-building events, and a flat hierarchy that encourages idea-sharing, we create an environment where your contributions matter and your voice is heard. We offer competitive compensation with salary not specified, commensurate with experience, alongside comprehensive benefits including medical, dental, and vision insurance, 401(k) matching, and generous PTO starting at 20 days annually. Additional perks include flexible hybrid work arrangements, professional development stipends for certifications and conferences, wellness programs, commuter benefits, and performance-based bonuses plus stock options to share in our success. Boomerang provides ample growth opportunities, from advancing to Senior Analyst or Support Manager roles to transitioning into product management or engineering tracks. We invest in your development through mentorship programs, online courses, and leadership training. To apply, submit your resume and cover letter via our careers portal today and take the next step in your career with us.