Technical Customer Support Associate

Mon-Fri 7:45 am - 4:15 pm EST
ONSITE position. Onsite 5 days/week in Bloomfield, CT

This position, you will represent the Global Experience and Identify organization under Technology Experience Services (TXS). The Technology Solution Zone is under STS, where we support all colleagues of locations where we have a brick & mortar stores. We work closely with all teams. The Technology Solution Zone Technical Support Analyst role will be a technical representative in the Store/Virtual Zone and will work directly with our colleagues.
They will work closely with the other technicians and lead technician on a daily basis. This role will work directly for the Operations Manager and will work with the Virtual and Store Leads and Greeter.

• Provide excellent colleague support for all technology products and services.
• Resolve issues within a specified timeframe per our defined processes or refer unresolved issues and escalate problems to appropriate technical support groups.
• Troubleshooting colleague hardware issues including Windows. MAC, and cellular devices
• Work with technical staff and provide input and solutions.
• Meet and greet colleagues to answer questions and resolve problems related to all LOB s to *** products and services.
• Follows up on all open tickets/issues within specified timeframe.
• Identify opportunities for process improvement and problem elimination. Continually focus on learning new technologies to support rapidly changing and expanding environment.
• Must be able to provide high level summaries to store lead when required during an incident situation and/or project updates.
• Establishes credibility quickly by following up and taking initiative.
• Present a positive, smiling, colleague-focused image. Understands Colleague Satisfaction is key to the overall success of the Technology Solution Zone!

Required Skills:

• Associate degree in Computer Science or a related discipline and/or at least 1-2 years work experience in a Technology field.
• Broad knowledge of multiple technologies and platforms.
• Excellent oral and written skills.
• Requires sufficient knowledge of Technology operations, responsibilities, workflow processes and procedures to resolve most inquiries independently.
• Good analytical and communication skills, sound judgment, and the ability to work effectively with colleagues and other technical staff.
• Understands colleague s issues and demonstrates empathy for the situation. Customer centricity is a must!
• Ability to demonstrate creativity in generating solutions. Proactively translates technology into a business solution that addresses a problem expressed by the colleague and provides a resolution for our colleagues.
• Ability to multi-task while handling all LOBs with minimal supervision.

Education: HS Diploma/GED REQUIRED, but an Associate degree in Computer Science or a related discipline PREFERRED and/or at least 1-2 years work experience in a Technology field.

For more information please contact Tom Mazzulla at

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.

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