Technical Support Analyst

Job Title: Technical Support Analyst

Location: Franklin Campus (Local candidates will report onsite)

Work Arrangement:

• Hybrid work-from-home opportunities available after training (3 days a week onsite).
• Laptop and equipment provided; any additional equipment will be at the candidate’s expense.

Summary of Position: As a Technical Support Analyst, you will provide technical support in a contact center environment. Your responsibilities will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support will be delivered via phone and chat interactions using remote access software. You will handle issues related to Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and various in-house, commercial, and mobile applications.

Key Responsibilities:

• Serve as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff.
• Manage an average of 25 interactions per day.
• Troubleshoot and resolve issues related to Windows 10/11, Office 365, and other software and hardware.
• Utilize remote access software to assist users.
• Maintain high standards of customer service and quality.
• Adhere to Key Performance Indicators, including schedule adherence, first contact resolution, and customer satisfaction.

Required Skills:

• Proficiency in MS Office and Windows.
• Strong customer service and troubleshooting skills.
• Experience with help desk support and Active Directory.
• Familiarity with ServiceNow, Zendesk, and other service desk tools.
• Knowledge of Event Viewer, Task Manager, and TeamViewer.
• Ability to perform password resets and provide remote support.
• Excellent phone and chat support skills.
• Strong typing skills.

Additional Skills:

• General networking knowledge.
• Experience with device management and IP address configuration.
• Understanding of DNS and task manager usage.
• Ability to install applications on mobile devices and navigate hidden files.
• Knowledge of where to find all running applications.

Career Growth: This role offers a fantastic opportunity to grow your career. Many team members have successfully transitioned to different teams within the company, leveraging the skills and experience gained in this position. We are committed to your professional development and provide ample opportunities for advancement.

Equipment Provided:

• Laptop and necessary equipment for the role.

o 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) 

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.