Senior Technical Support Analyst

Centriworks•Knoxville, TN

20h

About The Position

Are you a seasoned IT professional ready to lead and elevate technical support operations? As a Senior Technical Support Analyst , you’ll serve as a subject matter expert, resolving complex technical issues, mentoring support staff, and driving process improvements across enterprise systems. This is a high-impact role for someone who thrives in fast-paced environments and enjoys both hands-on troubleshooting and strategic collaboration.

Requirements

Associate’s degree in Computer Science, Information Technology, or related field
Required: CompTIA Network+
MS-900 Microsoft 365 Fundamentals
MD-102 Microsoft Endpoint Administrator + Mastering Endpoint Security (must obtain within 2 years)
Microsoft Teams Support + Using Teams + Configuring and Managing Teams (must obtain within 2 years)
3–6 years in technical support or IT operations
Proven experience in troubleshooting complex systems and mentoring staff
Proficiency in Windows Servers/Workstations, Apple/MAC, VOIP, and enterprise applications
Experience with scripting (RMM), database management, and network configuration
Experience with Microsoft Intune
Experience with enterprise RMM solutions
Experience with virtualization technologies (VMware, Hyper-V)
Familiarity with IT ticketing systems, SharePoint, and remote support tools
Ability to configure switches, firewalls, and wireless networks
Strong customer-service orientation and communication skills
Excellent problem-solving, listening, and writing abilities
Ability to explain technical concepts to non-technical users

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or related field
Experience with enterprise data migration

Responsibilities

Lead resolution of escalated technical issues involving hardware, software, and network systems
Mentor and guide Technical Support Analysts
Develop and maintain troubleshooting documentation and knowledge base articles
Collaborate with cross-functional teams to implement system upgrades and patches
Analyze recurring issues and recommend long-term solutions or process improvements
Ensure compliance with SLAs and monitor performance metrics
Provide on-site and remote support for enterprise systems
Manage client expectations and deliver business-friendly updates
Support legacy system migrations and data mapping
Develop scripts and automation tools to streamline support tasks (e.g., RMM, PowerShell, PowerApps)
Maintain and support enterprise software environments
Configure switches, firewalls, and wireless networks for optimal performance