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

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.