IT Support Engineer (Tier 1) — Customer‑Focused Tech

Mike Collins & Associates, Inc.; Chattanooga (TN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Job summary

Mike Collins & Associates, Inc. in Chattanooga is seeking a proactive and tech‑savvy Technical Support Representative to provide Tier 1 IT support and be the first point of contact for end‑user service requests.

You will troubleshoot, document, and escalate issues while collaborating with NOC, CSRs, TSMs, and other IT support tiers. The role requires at least 1 year of PC troubleshooting experience, strong communication skills, and the ability to work independently.

Qualifications

• Minimum of 1 year experience troubleshooting PC systems in a professional environment.
• Strong verbal and written communication skills.
• Ability to work independently.

Responsibilities

• Serve as the first point of contact for customers via phone, email, or ticketing system.
• Diagnose and resolve Tier 1 issues in a timely and efficient manner.
• Escalate unresolved or advanced issues to higher-tier support teams with proper documentation.
• Follow standard operating procedures and stay updated with all technical support guidelines from the TSM.
• Perform routine preventative maintenance tasks, patch management, and assist with documentation.
• Support Network Operations projects by completing assigned subtasks.
• Maintain detailed logs of customer interactions and technical troubleshooting steps.

Skills

Troubleshooting

Communication

Independent work

Job description

Mike Collins & Associates, Inc. in Chattanooga is seeking a proactive and tech‑savvy Technical Support Representative to provide Tier 1 IT support and be the first point of contact for end‑user service requests.

You will troubleshoot, document, and escalate issues while collaborating with NOC, CSRs, TSMs, and other IT support tiers. The role requires at least 1 year of PC troubleshooting experience, strong communication skills, and the ability to work independently.