Technical Support Analyst

Thomson Reuters



Eagan, MN


Position summary

Are you passionate about the chance to bring your technical experience and customer service skills to a digital company? The Service Management team is looking to add a strong Technical Support Analyst to a growing global support team. This position requires someone who is passionate, an independent thinker, works well collaboratively across multiple disciplines and is comfortable working with a variety of people. This is a chance to get in and make an impact transforming the way we support our customers and provide support for our enterprise-wide customers.

About the Role
In this role as a Technical Support Analyst, you will:

  • Configure, install, test, troubleshoot, repair and maintains personal computers and systems, related hardware and software.

  • Act as a point of focus for the company for all IT desktop support issue

  • Maintain data / records to track desktop related issues and inventory.

  • Respond to end-user and/or tickets inquiries/calls for assistance

  • Monitor the Helpdesk / Service Center system and respond appropriately and timely to tickets.

  • Perform hardware analysis to diagnose issue or identify sources of performance degradation. Replaces, upgrades or modifies hardware at own discretion.

  • Produce and shares well-written communications and documentation

  • Review and updates documentation existing in enterprise knowledge base.

  • Complete additional tasks such as inventory, shipping, and imaging.

  • Provide guidance, basic training, and technical support to end-users.

About You

You’re a fit for the role of Technical Support Analyst, if you have:

  • 2-3 years of experience in technology support.
  • Strong customer service and creative problem-solving skills.
  • Experience with Service Now, Azure, Microsoft 365, MDM, mobile technology, and video conferencing technology.
  • Strong collaboration skills, willing to work independently and with a team.
  • Good written and oral communication skills, strong critical thinker.

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: 

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

  • Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: 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. 

  • 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: Eight 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.  


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 25,000 employees across more than 75 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. 


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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Why you should apply for a job to Thomson Reuters:

  • Ranked as one of the Best Companies for Women in 2020

  • 4.2/5 in overall job satisfaction

  • 4.5/5 in supportive management

  • 83% say women are treated fairly and equally to men

  • 89% would recommend this company to other women

  • 91% say the CEO supports gender diversity

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Thomson Reuters offers flexibility

  • Thomson Reuters offers parental leave

  • Thomson Reuters offers tuition reimbursement