Tech Support Specialist

2 weeks ago

Fort Worth, Texas, United States CornerStone Technology Talent Services Full time
Job Title: Tech Support Analyst I

CornerStone TTS is seeking a skilled Tech Support Analyst to provide exceptional customer service to internal corporate users in an inbound call center environment.

Key Responsibilities:

  • Deliver top-notch customer service to users seeking support.
  • Utilize technical skills and critical thinking to resolve complex technical issues, including user access, system operations, software applications, and hardware configurations.
  • Offer how-to recommendations and ensure timely follow-up on incidents.
  • Manage and document all support interactions, and resolve tickets with client confirmation.
  • Work collaboratively with a team, maintaining professionalism in all interactions.
  • Assess when issues require further end-user training and escalate appropriately.
  • Provide emergency on-call support outside business hours and monitor systems overnight.
  • Instruct users via phone or remote access to reduce administrative errors and increase capabilities.

Requirements:

  • Education: Bachelor's degree or equivalent experience (three or more years in IT call centers, IT systems, network operations, or software support).
  • Work Experience: At least three years of industry experience or technical training with Microsoft products or equivalent computer support services. Recent college graduates with a related degree may be considered.
  • Certifications: Professional certifications are a plus but not required. Certifications can qualify as experience.

Preferred Skills:

  • Strong client service orientation.
  • Advanced knowledge in computer software, hardware, troubleshooting, internet, and Windows.
  • Excellent communication skills and ability to manage shifting priorities.
  • Strong analytical, problem-solving, and critical thinking skills.
  • Experience with Windows Active Directory and Client/Server printer troubleshooting.

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