Technical Support Analyst

Technical Support Analyst

Type: Contract with Option to Hire

Location: Fort Worth, TX

Work Setting: Hybrid

CornerStone TTS is looking for a Tech Support Analyst who will be responsible for providing first-level (Tier 1) customer service to internal corporate users in an inbound call center environment. The primary duties include gathering information on user issues, troubleshooting to provide immediate resolution, or escalating when necessary. The analyst will use diagnostic tools and case management systems to resolve problems. This role directly reports to the Manager of the Technical Support Center.

Duties & Responsibilities

• Deliver excellent customer service to users seeking support.
• Use judgment, critical thinking, and technical skills to resolve complex technical issues, including user access, system operations, software applications, and hardware configurations.
• Offer how-to recommendations and ensure timely follow-up on incidents.
• Manage and document all support interactions, and resolve tickets with client confirmation.
• Work both independently and within a team, maintaining professionalism in all interactions.
• Assess when issues require further end-user training and escalate appropriately.
• Provide emergency on-call support outside business hours and monitor systems overnight.
• Instruct users via phone or remote access to reduce administrative errors and increase capabilities.
• Maintain proficiency in company-supported hardware and software to minimize costs and impacts.

Skills & Qualifications

• Education: Bachelor's degree or equivalent experience (three or more years in IT call centers, IT systems, network operations, or software support).
• Work Experience: At least three years of industry experience or technical training with Microsoft products or equivalent computer support services. Recent college graduates with a related degree may be considered.
• Certifications: Professional certifications are a plus but not required. Certifications can qualify as experience.

Required Skills:

• Strong client service orientation.
• Advanced knowledge in computer software, hardware, troubleshooting, internet, and Windows.
• Excellent communication skills and ability to manage shifting priorities.
• Strong analytical, problem-solving, and critical thinking skills.
• Experience with Windows Active Directory and Client/Server printer troubleshooting.

Kindly no C2C for this opportunity.