IT Support Analyst - Frontline Help Desk (POS & Networks)

Capstone IT, Inc.; Springfield (MO); On-site; USD 36,000 - 60,000; Full time

Job summary

Capstone IT, Inc. is hiring IT Support Analysts to be the first point of contact for technical software, hardware, and network issues in a call center environment in Springfield, MO. You will diagnose problems, guide users through solutions, and provide one-on-one end-user training as needed.

Role involves 80% phone-based support, escalation of complex incidents, and after-hours overflow support. Requires certifications (CompTIA Linux+, Cisco CCENT) or equivalent and either an Associate degree

Qualifications

• Excellent inter-personal and communication skills; capable of explaining simple procedures in writing or verbally; phone skills
• Critical thinking and troubleshooting skills
• Flexibility with work schedule as some schedules start as early as 7am and include working one weekend day (with four weekdays)
• Ability to think outside-the-box, perform research, and operate independently or in a group setting.
• Basic technical/computer knowledge
• Bi-lingual written and verbal skills
• CompTIA Linux + Certification or equivalent
• Cisco CCENT Certification or higher
• Associate degree or higher preferred or 1 year of help desk experience

Responsibilities

• Prevent interruption of business by ensuring store POS software, store and distribution center servers, and network devices are operational at all times
• Direct communication with store personnel, field management, and corporate users
• Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations over the phone; 24/7 coverage for stores
• Approximately 80% of time is spent in the phone queue
• Provide first-level troubleshooting for Server, Telephony, LAN, and WAN
• Identify and analyze computer problems; develop and implement logical solutions
• Escalate advanced issues
• Support installation, modification, and repair of computer hardware over the phone
• Provide overflow support for other departments after hours
• Assist in the implementation of technology projects

Skills

Interpersonal skills

Troubleshooting

Flexible schedule

Outside-the-box thinking

Basic IT knowledge

Bilingual (written & verbal)

Education

Associate degree or higher

Job description

Capstone IT, Inc. is hiring IT Support Analysts to be the first point of contact for technical software, hardware, and network issues in a call center environment in Springfield, MO. You will diagnose problems, guide users through solutions, and provide one-on-one end-user training as needed.

Role involves 80% phone-based support, escalation of complex incidents, and after-hours overflow support. Requires certifications (CompTIA Linux+, Cisco CCENT) or equivalent and either an Associate degree