IT Support Analyst

• 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

• 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.

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.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today’s highest-growth industries.

Together, we shape what’s next-working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It’s a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit ;br> CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.