Technical Customer Support Associate Analyst

4 weeks ago

nashville, United States ASK Consulting Full time

"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".


Job Title: Technical Customer Support Associate Analyst

Location: Nashville, TN (onsite role)

Pay Range : $23 to 25 per hour


Job Description:

Summary:

The mission of the Global Desktop Support (GDS) organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Associate Analyst to join the Deskside Support Services (DSS) team. You will be responsible for ensuring an outstanding level of customer service and possess advanced technical knowledge. This position will install, configure, troubleshoot, and repair computer workstations while monitoring performance, diagnosing and resolving problems. You will provide accurate, timely and creative solutions to customer's computer and network problems while adhering to standard Technology practices and techniques.


Responsibilities:

Provide basic colleague technical support including but not limited to:

  • Computer hardware diagnostic, troubleshooting, configuration, and refresh.
  • Software installation and troubleshooting.
  • Voice and video network diagnostic and repair.
  • Mobile device configuration, training, and diagnosis.
  • Recovery testing to confirm availability of systems where outages have occurred.


Manage basic ticket workflows including but not limited to:

  • Escalating unresolved issues in a timely manner.
  • Maintaining and tracking inventory of hardware in the appropriate systems.
  • Documenting and tracking status of colleague inquiries, coordinating appropriate response.
  • Proactively setting expectations with colleagues.
  • Following up to ensure colleague satisfaction.


Provide proactive support, maintenance, and innovation including but not limited to:

  • Implementing approved operating system enhancements.
  • Recommending system modifications to reduce colleague problems.
  • Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
  • Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor.


Qualifications:

  • Strong knowledge of the following is preferred.
  • MS operating systems and MS Office.
  • iOS/Mac hardware and operating systems.
  • Networking switches and data networks.
  • IP telecommunications systems.
  • Audio Visual Systems.
  • Capability to analyze problems and use sound judgement for determining solutions.
  • 1+ yr of recent helpdesk expereince.
  • Ability to clearly communicate with customers and other IT staff.
  • At least 1 Year PC/LAN technical or equivalent experience preferred.
  • Aptitude for providing strong customer service through interactions and communications, verbally and written.


Education:

  • Associate degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
  • A+ certification PREFERRED or equivalent combination of education, training, and experience.
  • Customer Service


About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.

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