Technical Support Analyst

Technical Support Analyst

Type: Contract with Potential for Hire

Location: Fort Worth, TX

Work Setting: Hybrid

Duties & Responsibilities

• Deliver excellent customer service to users seeking support.
• Use judgment, critical thinking, and technical skills 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 both independently and within 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.
• Maintain proficiency in company-supported hardware and software to minimize costs and impacts.

Skills & Qualifications

• 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.
• Required 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.

Kindly no C2C for this opportunity.