Technical Support Analyst

Job Title: Technical Support Analyst
Location: Fort Worth, TX, 76109-4978
Duration: 6 months (potential to convert)
Pay: $18 - $24/hr
Workplace Type: Hybrid (in office Tues - Thurs)
Description:
We are seeking a Technical Support Analyst to join our team in Fort Worth, TX. The ideal candidate will have three or more years of experience in IT call centers, IT systems, network operations, or software support, providing first-level (Tier 1) customer service to internal corporate users in an inbound call center environment.
Responsibilities:

• Provide first-rate customer service to users requesting support center services.
• Utilize sound judgment, critical thinking, and technical savvy to analyze and resolve complex technical issues with various system services including but not limited to user access, system operations, client databases, software applications, desktop/laptop computers, and technical configurations.
• Occasionally provide clients with how-to recommendations regarding the use of their hardware and software platforms.
• Ensure timely incident follow-up with all clients.
• Resolve and close all tickets with client confirmation.
• Properly manage and document all work performed as part of ticket queue management.
• Work independently and as part of a team.
• Manage interactions with callers and co-workers in a professional and supportive manner.
• Quickly assess whether a particular issue indicates that the client needs further end-user training and ensure the issue is transferred to the appropriate team to address.
• Develop and execute short-term actions to resolve complex client issues.
• Provide emergency on-call support during non-business hours as assigned.
• Monitor systems and processes overnight for Home Office and Banking systems, including resolution of alerts and completion of automated tasks as assigned.
• Provide user instruction via telephone and remote access software to increase user capabilities and reduce administrative errors.
• Maintain a high level of proficiency regarding company-supported hardware and software to provide first touch resolution to customers to minimize impacts and costs.

Required Experience:

• Advanced knowledge in the computer field customarily obtained by a prolonged course or courses of study.
• Bachelor's Degree or equivalent experience, including three or more years of experience in IT call centers, IT systems, network operations, or software support.
• Professional computer-related certifications are not required but are considered a plus.
• Computer-related certifications can be used to qualify as experience.
• Experience with Windows Active Directory is required.

Required Knowledge, Skills, and Abilities:

• Client service oriented.
• Advanced computer software and hardware knowledge.
• Advanced computer troubleshooting skills.
• Advanced Internet and Windows knowledge.
• Professional telephone presence.
• Excellent oral and written communication skills.
• Ability to balance multiple and shifting priorities.
• Dependable, punctual, and professional demeanor.
• Significant experience troubleshooting proprietary software.
• Strong analytical skills.
• Strong problem-solving and critical thinking skills.
• Positive attitude.
• Experience with client/server printer troubleshooting.

Additional Information:

• Must be willing to submit to pre-employment credit and background checks.

Work Environment:
The work environment is collaborative, supportive, and driven by a strong sense of purpose, where employees are encouraged to grow both professionally and personally while helping clients achieve financial security.
Business Challenge:

• Minimize Downtime: Quickly resolve technical issues to keep operations running smoothly and enhance productivity.
• Improve Client Satisfaction: Address technical challenges that impact clients and advisors, ensuring seamless service.
• Ensure Data Security & Compliance: Safeguard sensitive information and maintain regulatory standards.
• Cost Efficiency: Prevent system failures and costly downtime by addressing issues proactively.

Pay and Benefits
The pay range for this position is $18.00 - $24.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Fort Worth,TX.
Application Deadline
This position is anticipated to close on May 7, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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.

Job Title: Technical Support Analyst
Location: Fort Worth, TX, 76109-4978
Duration: 6 months (potential to convert)
Pay: $18 - $24/hr
Workplace Type: Hybrid (in office Tues - Thurs)
Description:
We are seeking a Technical Support Analyst to join our team in Fort Worth, TX. The ideal candidate will have three or more years of experience in IT call centers, IT systems, network operations, or software support, providing first-level (Tier 1) customer service to internal corporate users in an inbound call center environment.
Responsibilities:

• Provide first-rate customer service to users requesting support center services.
• Utilize sound judgment, critical thinking, and technical savvy to analyze and resolve complex technical issues with various system services including but not limited to user access, system operations, client databases, software applications, desktop/laptop computers, and technical configurations.
• Occasionally provide clients with how-to recommendations regarding the use of their hardware and software platforms.
• Ensure timely incident follow-up with all clients.
• Resolve and close all tickets with client confirmation.
• Properly manage and document all work performed as part of ticket queue management.
• Work independently and as part of a team.
• Manage interactions with callers and co-workers in a professional and supportive manner.
• Quickly assess whether a particular issue indicates that the client needs further end-user training and ensure the issue is transferred to the appropriate team to address.
• Develop and execute short-term actions to resolve complex client issues.
• Provide emergency on-call support during non-business hours as assigned.
• Monitor systems and processes overnight for Home Office and Banking systems, including resolution of alerts and completion of automated tasks as assigned.
• Provide user instruction via telephone and remote access software to increase user capabilities and reduce administrative errors.
• Maintain a high level of proficiency regarding company-supported hardware and software to provide first touch resolution to customers to minimize impacts and costs.

Required Experience:

• Advanced knowledge in the computer field customarily obtained by a prolonged course or courses of study.
• Bachelor's Degree or equivalent experience, including three or more years of experience in IT call centers, IT systems, network operations, or software support.
• Professional computer-related certifications are not required but are considered a plus.
• Computer-related certifications can be used to qualify as experience.
• Experience with Windows Active Directory is required.

Required Knowledge, Skills, and Abilities:

• Client service oriented.
• Advanced computer software and hardware knowledge.
• Advanced computer troubleshooting skills.
• Advanced Internet and Windows knowledge.
• Professional telephone presence.
• Excellent oral and written communication skills.
• Ability to balance multiple and shifting priorities.
• Dependable, punctual, and professional demeanor.
• Significant experience troubleshooting proprietary software.
• Strong analytical skills.
• Strong problem-solving and critical thinking skills.
• Positive attitude.
• Experience with client/server printer troubleshooting.

Additional Information:

• Must be willing to submit to pre-employment credit and background checks.

Work Environment:
The work environment is collaborative, supportive, and driven by a strong sense of purpose, where employees are encouraged to grow both professionally and personally while helping clients achieve financial security.
Business Challenge:

• Minimize Downtime: Quickly resolve technical issues to keep operations running smoothly and enhance productivity.
• Improve Client Satisfaction: Address technical challenges that impact clients and advisors, ensuring seamless service.
• Ensure Data Security & Compliance: Safeguard sensitive information and maintain regulatory standards.
• Cost Efficiency: Prevent system failures and costly downtime by addressing issues proactively.

Pay and Benefits
The pay range for this position is $18.00 - $24.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Fort Worth,TX.
Application Deadline
This position is anticipated to close on May 7, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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.