Onsite Technical Support Analyst — Multi-Channel Support

Tier4 Group; Milwaukee (WI); On-site; USD 48,000 - 68,000; Full time

Job description

We are seeking a Technical Support Analystto join a fast-paced, high-volume Technical Support team. This role provides front-line technical assistance to internal users, supporting both office-based and field environments. The ideal candidate is comfortable multitasking, troubleshooting a wide range of technical issues, and delivering an excellent customer experience under pressure.

This is an onsite position in Milwaukee, WI and is not eligible for remote work.

Key Responsibilities

• Provide omni-channel technical support (chat, phone, and ticketing systems) in a high-pressure environment, including managing multiple simultaneous interactions.
• Troubleshoot and resolve issues related to PCs, mobile devices, hardware, software, operating systems, and LAN connectivity.
• Conduct initial client consultations to analyze technical problems and apply functional and technical knowledge to resolve issues on first contact whenever possible.
• Utilize software support tools to diagnose, test, and implement fixes.
• Take on increasingly complex technical issues to build expertise across both field and office technology environments.
• Partner with senior team members to identify and contribute to process and service improvement initiatives.
• Participate in temporary projects or special support assignments as needed.
• Maintain accurate, concise, and well-documented support tickets.
• Communicate clearly and professionally with users at all levels, setting expectations and explaining technical concepts in an understandable way.
• Contribute ideas to enhance the overall client and user support experience.

Required Qualifications

• Associate’s or Bachelor’s degree in Computer Science, MIS, or a related field, or equivalent directly related work experience.
• Minimum of 2 years of technical Help Desk or Technical Support experience.
• Advanced knowledge of:
• PC and mobile device hardware
• Operating systems and software applications
• Technical troubleshooting tools
• Strong customer service skills with the ability to communicate effectively both verbally and in writing.
• Proven ability to work in a high-volume technical support environment.
• Strong analytical and problem-solving skills.
• Excellent time management, reliability, and attention to detail.
• Ability to adapt quickly to changing business and technology needs.
• Initiative and willingness to share feedback and ideas to drive continuous improvement.
• Join a collaborative team of support engineers and analysts working on the front lines of internal technical support.
• Fast-paced environment requiring multitasking, prioritization, and professionalism.
• Regular interaction with internal teams and field-based users.