Company:
Ampcus Incorporated
Location: Nashville
Closing Date: 28/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
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.
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.
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