Note: The job is a remote job and is open to candidates in USA. CTG is hiring a Level 1 IT Support Analyst for a client in Nashville, Tennessee. The role provides remote technical support by interacting with users, troubleshooting hardware and technical issues, responding to tickets, documenting incidents, and resolving or escalating end-user problems in a healthcare IT environment.
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
Skills
- 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
- Familiar with Amazon Phone system and ServiceNow preferred but not required
Benefits
- Remote contract role
- A competitive benefit package is also offered
- A workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey
Company Overview
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