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Technical Support Associate

2 months ago

Bristol, Connecticut, United States US Tech Solutions, Inc. Full time

Contract Duration: 18 Months

Shift Hours: Strict adherence required

- Thursday 12am-6am (Wednesday night)

- Thursday 6pm-6am

- Friday 6pm-6am

- Saturday 6pm-6am

Overview:

This position is a full-time, onsite role with US Tech Solutions, Inc. Ideal candidates are recent graduates or individuals with up to one year of experience in basic support desk functions.

Position Summary:

The Technical Support Analyst serves as the initial contact for incidents reported by internal stakeholders. This role is crucial in maintaining the efficiency of client Technology services, focusing on incident management and Level 1 support. The Support Center operates 24/7, ensuring the availability of services and quick restoration of operations to minimize business disruptions.

Key Responsibilities:

Incident Management:

- Act as the primary contact for stakeholders reporting incidents.

- Collect incident details through direct communication and monitoring tools.

- Assess the scope and impact of incidents and provide Tier 1 troubleshooting support.

- Escalate complex issues to Level 2 support or appropriate resources as necessary.

Documentation and Tracking:

- Utilize platforms such as ServiceNow, Jira, Confluence, and PagerDuty for tracking incidents.

- Actively document incidents throughout their lifecycle to support efficient resolution processes.

- Contribute to the knowledge base by documenting solutions and best practices.

Monitoring Responsibilities:

- Monitor service health and communication platforms to proactively identify issues.

- Address potential performance bottlenecks to ensure service reliability.

Qualifications:

- Bachelor’s degree or equivalent military/civilian experience (0-2 years).

- A foundational understanding of digital media software or media technology support.

- Familiarity with media streaming technologies and protocols.

- Strong problem-solving abilities and capacity to work under pressure.

- Excellent communication skills for effective interaction with stakeholders.

- Basic knowledge of incident management processes and best practices.

Skills:

- Ability to prioritize tasks and manage urgent deliverables effectively.

- Capability to deliver high-quality results in a fast-paced environment.

- Good interpersonal skills for collaboration with peers and stakeholders.

- Basic to intermediate knowledge of incident management methodologies.

Education:

- Bachelor’s degree or equivalent experience.