Technical Support Associate

4 weeks ago

Nashville, Tennessee, United States Pyramid Consulting, Inc Full time

Job Title: Technical Customer Support Associate Analyst

Job Summary: We are seeking a talented Technical Customer Support Associate Analyst to join our team at Pyramid Consulting, Inc. This is a 12+ months contract opportunity with long-term potential and is located in Nashville, TN.

Key Responsibilities:

  • Technical Assistance & Innovation: 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: 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: 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.
  • Perform other duties and responsibilities, as assigned.
  • Customer service & leadership: Delivers exceptional customer service.
  • Alerts colleagues and team members when a major problem is suspected.

Key Requirements and Technology Experience:

  • Key Skills: Desktop Support, PC, LAN, Troubleshooting, Ticketing
  • Strong knowledge of the following is preferred.
  • Microsoft operating systems and Microsoft Office.
  • Apple 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 experience.
  • 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.
  • A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
  • Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines.
  • Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary.
  • 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.
  • Customet Service: Excellent verbal and written communication skills
  • Problem solving
  • Knowledge of computer operating systems, hardware and software
  • Attention to detail
  • Ability to work well with others
  • Time management.

About Pyramid Consulting, Inc.: Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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