Technical Support Analyst (Multiple Openings)

Codeworks is an IT Services firm headquartered in SE Wisconsin, known for our strong commitment to quality and for our direct client relationships.

Who We’re Looking For:

We are seeking dedicated and skilled Technical Support Analysts to join our team. This role is open to both local and remote candidates. Local candidates will report onsite to our Franklin campus, while remote candidates will participate fully online. After completing the training, hybrid work opportunities will be available (3 days a week onsite).

Responsibilities:

• Provide technical support in a contact center environment.
• Troubleshoot remote hardware, custom and commercial software, and connectivity issues.
• Support Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and various applications.
• Handle an average of 25 interactions daily as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff.
• Utilize phone and chat interactions, remote access software to support users.
• Adhere to Key Performance Indicators including schedule adherence, first contact resolution, quality, and customer service.
  
  

Qualifications:

• Associate degree or equivalent work experience preferred.
• High School Diploma or GED required.
• Ability to type 50+ words per minute without using auxiliary aids and services.
• Experience with using and supporting MS Office and Outlook.
• Background in a multi-channel support environment is recommended.
• Advanced knowledge of computer, mobile device hardware, and software troubleshooting.
• Proficiency in using software support tools.
• Strong customer service skills, both verbal and written, with the ability to build rapport quickly and provide a distinctive client experience.
• Strong analytical skills and problem-solving ability.
• Initiative and motivation, including willingness to share feedback for process improvement.
• Keen attention to detail, including proficiency in clear and understandable ticket documentation.
• Ability to adapt to the changing needs of the business.
  
  

About Codeworks: Codeworks has over 25 years of experience serving Fortune 1000 companies in Wisconsin as well as our client's national locations. Our recruiting team excels at evaluating, advising, and connecting IT professionals with new opportunities that will satisfy their expectations regarding income and opportunity for growth. At Codeworks, we're committed to diversity, equity, and inclusion in our workforce and beyond. We believe in equal opportunities and value the unique perspectives that every individual brings to our team. Join us in creating an inclusive, innovative, and collaborative workplace where your talents can thrive.

Codeworks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, or national origin.