Technical Customer Support Analyst - Contract - W2 Only - Onsite - Nashville TN

Technical Customer Support Analyst

Onsite - Nashville, TN

 

The mission of the Global Desktop Support (GDS) organization is to provide exceptional desktop support to our colleagues across the United States, both in physical offices and in a remote workforce, while delivering the best possible experience. We are seeking a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. This role requires delivering outstanding customer service and possessing advanced technical knowledge. You will be responsible for installing, configuring, troubleshooting, and repairing computer workstations, monitoring performance, diagnosing, and resolving technical issues. Additionally, you will provide accurate, timely, and creative solutions to customer computer and network problems, while adhering to standard technology practices.

 

Specific Areas of Responsibility:

Technical Assistance & Innovation

Provide basic colleague technical support, including:

Computer hardware diagnostics, troubleshooting, configuration, and refresh

Software installation and troubleshooting

Voice and video network diagnostics and repair

Mobile device configuration, training, and troubleshooting

Recovery testing to confirm system availability during outages

Manage basic ticket workflows, including:

Escalating unresolved issues in a timely manner

Maintaining and tracking hardware inventory in appropriate systems

Documenting and tracking colleague inquiries and coordinating responses

Proactively setting expectations with colleagues

Following up to ensure colleague satisfaction

Provide proactive support, maintenance, and innovation, including:

Implementing approved operating system enhancements

Recommending system modifications to reduce colleague issues

Collaborating with other support groups to restore service or address colleague computing problems

Identifying process improvement opportunities and supporting continuous improvement initiatives

Performing other duties and responsibilities as assigned

Customer Service & Leadership

Deliver exceptional customer service

Notify colleagues and team members when a major problem is suspected

 

Qualifications:

Strong problem-solving skills and sound judgment in determining solutions

At least 1 year of recent helpdesk experience

Ability to communicate clearly with customers and IT staff

1 year of PC/LAN technical or equivalent experience preferred

Strong aptitude for customer service in verbal and written interactions

Self-motivated, team player, empathetic, innovative, and operates with integrity

Willingness to continuously enhance technical skills through education, seminars, and interaction with other IT disciplines

Comfortable working outside of normal business hours to support activities or on-call rotation when necessary

Associate degree or equivalent work experience in technology, hospitality, retail, or a customer-focused field is highly regarded

A+ certification preferred or an equivalent combination of education, training, and experience

 

Preferred Knowledge:

Microsoft operating systems and Microsoft Office

Apple hardware and operating systems

Networking switches and data networks

IP telecommunications systems

Audio Visual Systems

 

Customer Service Skills:

Excellent verbal and written communication skills

Strong problem-solving abilities

Knowledge of computer operating systems, hardware, and software

Attention to detail

Ability to work well with others

Strong time management skills

 

Education:

Associate degree in Computer Science or a related field is preferred, or equivalent work experience.

For more information please contact Tom Mazzulla at  (url removed)

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.

iTech Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.