Level 1 IT Support Analyst

CTG is hiring a Level 1 IT Support Analyst for our client in Nashville, TN. This is a remote contract role. We're looking for a candidate with experience in call center operations, incident management response, and both technical and hardware troubleshooting.

Job Responsibilities:

• Interact with customers via phone, email, and chat in a professional manner.
• Troubleshoot problems to provide a high level of user satisfaction.
• Respond to tickets and answer calls within a timely manner.
• Utilize a methodical approach to identify problems, investigate causes, and recommend innovative solutions to our multi-platform environment.
• Accurately document technical issues to facilitate diagnostics and prompt solutions
• Provide restorative or maintenance actions to resolve end-user problems
• Respond to end-user problems based on standard procedures
• Handle advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve
• Ensure systems are configured properly
• Act as a resource for more complex end-user issues
• Track incidents and calls, including but not limited to entering data into the database timely and accurately
• Handle multiple clients, as required

Required Skills:

• Familiar with Amazon Phone system and ServiceNow preferred but not required.
• Applicants must have a minimum of 2 years of hands-on experience working in an IT Helpdesk or Service Desk environment, providing technical support and troubleshooting assistance within the last 5 years.
• Hands-on experience with Active Directory - granting permissions, adding/removing users
• Written and verbal skills to relay problems to tier 2 support and management.
• User-centric, team-first mindset, time management, reliable, and organized.
• Knowledge of Windows operating system; moderate ability in PC Repair/troubleshooting.
• Excellent interpersonal skills
• Able to communicate effectively with employees and executives; High degree of patience with people and processes.
• Ability to prioritize and multitask to accomplish objectives in an organized fashion.
• Work hard & smart-never satisfied with the status quo; possess high expectations of what can be accomplished by self AND team.
• Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group is required.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Krista Eckard at Krista.Eckard@ctg.com. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position is up to $42,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.