IT Support Analyst
About The Position
Capstone IT is partnering with our client to build a team of IT Support Analysts who will serve as the first point of contact for technical software, hardware, network, and operational support issues. In this role, you’ll diagnose problems, guide users through step-by-step solutions, and provide clear, professional communication in a call center environment. More complex issues will be escalated to the next level of support. This is a contract-to-hire position. Candidates must be available for full-time, W2 employment with Capstone IT before converting to direct hire with our client after a performance evaluation period. This opportunity is ideal for entry to junior-level IT professionals with 1–5 years of experience in Customer Support, IT Help Desk, or Desktop Support.
Requirements
- IT Help Desk / Tier 1 Technical Support
- Troubleshooting (hardware, software, basic network)
- Point of Sale (POS) system support
- Phone-based customer support
- Strong interpersonal and communication skills; able to clearly explain procedures over the phone or in writing.
- Critical thinking and troubleshooting abilities.
- Strong customer service focus.
- Ability to work independently and in a team environment.
- Basic technical/computer knowledge.
Nice To Haves
- Bilingual verbal and written communication skills.
- CompTIA Linux+ or equivalent certification.
- Cisco CCENT or higher certification.
- Associate degree or higher preferred OR at least 1 year of help desk experience.
Responsibilities
- Ensure continuous operation of store Point of Sale systems, servers, and network devices.
- Communicate directly with store staff, field management, and corporate users.
- Provide phone-based technical support for computer systems, software, hardware, and store operations — support is available 24/7.
- Spend approximately 80% of time in the phone queue.
- Perform first-level troubleshooting for servers, telephony, LAN, and WAN issues.
- Identify and analyze problems; implement effective solutions.
- Escalate advanced technical issues as needed.
- Support installation, modification, and repair of hardware over the phone.
- Deliver excellent customer service and overflow support for other departments after hours.
- Assist with technology project implementations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
