Technical Support Analyst

Thomson Reuters is a global leader in providing trusted content and technology solutions. They are seeking a Technical Support Analyst to deliver exceptional support to the AMERS regions, focusing on troubleshooting, ticket management, and maintaining operational needs. Responsibilities Perform 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, ensuring efficient resolution of issues Complete additional tasks such as inventory management, shipping, and imaging to support operational needs Fully contribute to the utilization of the hardware/software inventory process, maintaining accuracy and efficiency Serve as a problem escalation point on technical issues, providing advanced support when required Participate in assigned projects, contributing your expertise to achieve project goals Review and update documentation in the enterprise knowledge base to ensure it remains current and useful Occasional travel may be required Skills 1-2 years of experience in on-site Desktop support, with proficiency in supporting Windows and Mac OS Strong written and oral communication skills, with a keen ability to think critically and solve problems Strong collaboration skills, with the ability to work both independently and as part of a team, fostering a cooperative work environment Ability to work with team members and customers from diverse geographic areas, embracing inclusivity and diversity A passion for learning new technologies and sharing knowledge across teams, contributing to a culture of continuous improvement A strong customer focus, demonstrating empathy and understanding when dealing with customers, ensuring a positive support experience Capability to lift PC equipment up to 40 lbs Experience with or ability to support Senior Executives onsite in a high profile location is strongly preferred Knowledge of mobile devices and MDM is preferred, showcasing your versatility in handling various platforms Experience with administering accounts in Azure and Intune is beneficial, demonstrating your familiarity with cloud services Benefits Hybrid Work Model Flexibility & Work-Life Balance Career Development and Growth Industry Competitive Benefits Culture Social Impact Making a Real-World Impact Market competitive health, dental, vision, disability, and life insurance programs Competitive 401k plan with company match Competitive vacation, sick and safe paid time off Paid holidays (including two company mental health days off) Parental leave Sabbatical leave 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 Access to Employee Stock Purchase Plan Company Overview Thomson Reuters delivers critical information from the financial, legal, accounting, intellectual property, science, and media markets. It was founded in 2008, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship Thomson Reuters has a track record of offering H1B sponsorships, with 13 in 2025, 12 in 2024, 5 in 2023. Please note that this does not guarantee sponsorship for this specific role.