Level 1 IT Support Analyst

Computer Task Group, Inc•UNAVAILABLE, UNAVAILABLE

7d•Remote

About The Position

CTG is hiring a Level 1 IT Support Analyst for our client in Nashville, TN. This is a remote contract role. We're looking for a candidate with experience in call center operations, incident management response, and both technical and hardware troubleshooting.

Requirements

Applicants must have a minimum of 2 years of hands-on experience working in an IT Helpdesk or Service Desk environment, providing technical support and troubleshooting assistance within the last 5 years.
Hands-on experience with Active Directory - granting permissions, adding/removing users
Written and verbal skills to relay problems to tier 2 support and management.
User-centric, team-first mindset, time management, reliable, and organized.
Knowledge of Windows operating system; moderate ability in PC Repair/troubleshooting.
Excellent interpersonal skills
Able to communicate effectively with employees and executives; High degree of patience with people and processes.
Ability to prioritize and multitask to accomplish objectives in an organized fashion.
Work hard & smart-never satisfied with the status quo; possess high expectations of what can be accomplished by self AND team.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group is required.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

Familiar with Amazon Phone system and ServiceNow preferred but not required.

Responsibilities

Interact with customers via phone, email, and chat in a professional manner.
Troubleshoot problems to provide a high level of user satisfaction.
Respond to tickets and answer calls within a timely manner.
Utilize a methodical approach to identify problems, investigate causes, and recommend innovative solutions to our multi-platform environment.
Accurately document technical issues to facilitate diagnostics and prompt solutions
Provide restorative or maintenance actions to resolve end-user problems
Respond to end-user problems based on standard procedures
Handle advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve
Ensure systems are configured properly
Act as a resource for more complex end-user issues
Track incidents and calls, including but not limited to entering data into the database timely and accurately
Handle multiple clients, as required