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Technical Customer Support Analyst

Company: Ampcus Incorporated
Location: Franklin
Posted on: May 15, 2023

Job Description:

Technical Customer Support Analyst

Delivers straightforward administrative and/or other basic business services in IT Support. Provides guidance and assistance on standard client questions, problems or malfunctions of specific systems applications, hardware and software installed or maintained by IT. Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems. Records inquiries repair and service requests, resolves or directs requests to appropriate technical area or vendor. Escalates to or consults with senior staff when solution is unclear. Issues tend to be routine in nature. Good knowledge and understanding of IT Customer Support and business/operating processes and procedures. Works to clearly defined procedures under close supervision.

  • Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.
  • Serves as single point of contact to end users for information technology-related issues, problems, and requests
  • Determines root cause and provides accurate, creative, and timely solutions from basic-to-intermediate software and systems problems to ensure end-user productivity.
  • Provide a second level of hardware troubleshooting, repair, and installation on specified product lines to end-users.
  • Troubleshoot user inquiries regarding computer software or hardware operation to resolve problems.
  • Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues.
  • Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
  • Provides top quality customer service by assisting employees with problems that occur.
  • Configures and supports eviCore approved mobile device encryption


    • Technical helpdesk or technical call center experience is necessary.
    • Technical helpdesk or technical call center experience is necessary.
    • Strong support/customer services skills - 1-2 years IT/helpdesk support exepreince
    • Strong analytical skills
    • Strong verbal and written communication skills
    • Provide after-hours operations and on-call support.
    • Sitting for extended periods.
    • Talking on the phone for up to 8 hours a day.
    • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
    • Take responsibility for and ownership of deliverables.
    • Determine timeline challenges early, handle frequent interruptions and shifting priorities
    • Ability to work under pressure and with flexible hours
    • Experience with various Windows Operating systems such as:
    • Clients: Windows 7, 10, Thin Clients, VMWare View, Apple OS
    • Knowledge of Active Directory and Exchange
    • Remote desktop connectivity applications like SMS, Bomgar, WebEx, and Windows Native tools
    • MS Office Suite (2013): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
    • Internet browsers (e.g. Explorer, Chrome, Firefox),
    • Experience supporting VPN and remote users
    • Experience supporting for laptop, desktops, thin clients, VDI and printers
    • Must be able to configure, install and troubleshoot all standard software applications on desktop and laptop computers
    • Proficient in troubleshooting issues with Microsoft desktop Operation System. Experience with Apple OS X desired
    • ServiceNow experience desired

      For more information please contact Mark Reilly at 908-758-5602 ext 206 or

      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.

Keywords: Ampcus Incorporated, Franklin , Technical Customer Support Analyst, IT / Software / Systems , Franklin, Tennessee

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