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Technical Desktop Support Analyst

Thomson Reuters Technology Operations 12/13/2017 12:14:19 PM Eagan, MN United States of America
Job Description

Do you enjoy a good tech support challenge? Thomson Reuters is currently seeking a motivated Technical Support Analyst with a solid background in IT troubleshooting and phone support. In this role, you will work one on one with remote employees to resolve their technical issues and also contribute to the processes and procedures that make us a highly effective support team.

You will be part of the Sales Technical Support team where you will provide one stop technical phone support for US based sales employees, but we’re more than a call center. We provide the hardware we support and empower our agents to make decisions that minimize downtime for our sales teams.

If you’re an adaptable learner with attention to detail and looking to build on your technical and professional skills, we’d like to hear from you.

Key responsibilities:

  • Phone support for computer hardware problems, software issues and connectivity issues
  • Project work related to providing high level support for customers and to reduce end user downtime
  • Completes administrative tasks such as hardware inventory, shipping, testing and minor break/fix of hardware

Other responsibilities:

  • Works independently or as a team member on new applications, processes or projects
  • Demonstrates problem solving by using a combination of troubleshooting tools, experience and creativity to handle customer technical issues through to resolution
  • Produces and shares well-written communications and documentation
  • Quickly adjusts to constantly changing conditions, displaying a positive attitude toward new opportunities and change
  • Prioritizes tasks, managing project responsibilities, balancing phone and project work to meet deadlines


  • 2+ years of experience in information systems, preferably in a technology environment to include:
  • Experience supporting remote laptop computers and mobile devices
  • An understanding of computer science concepts, various operating systems, networking, computer hardware, and a variety of software applications
  • Support and management of Apple iOS/Android devices within a managed mobile environment
  • Support home networking, VPN support and wireless routers
  • Strong customer service skills and technical phone support experience
  • Scripting, Excel and Access experience are preferred, but not required
  • Technical project management experience strongly preferred with a high degree of discretion and independent judgment.


  • Scheduled hours M-F 8:00 - 5:00 PM
  • Occasional requirement to work hours outside of normal shift
  • Up to 10% travel

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Eagan-Minnesota-United States of America
Req #: JREQ095198
Locations: Eagan-Minnesota-United States of America
Job Function: Technology Operations
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