Technical Services Representative- 3rd Shift

Mike Collins & Associates, Inc.; Chattanooga (TN); On-site; USD 36,000 - 44,000; 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 Technical Support Representative (TSR) to deliver Tier 1 IT support and be the first point of contact for end-user service requests.

The role emphasizes strong troubleshooting, customer-focused communication, and overnight shift readiness in a fast-paced tech environment. You will collaborate with NOC, CSRs, TSMs, and other IT support tiers, handling routine tasks, documenting issues, and escalating complex problems as needed.

Qualifications

• Minimum 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.

Skills

PC troubleshooting

Customer support

Communication skills

Independent work

Job description

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. MCA, a New Charter company, are seeking a proactive and tech-savvy Technical Support Representative (TSR) to provide Tier 1 IT support and serve as the first point of contact for end-user service requests. This role is ideal for candidates with strong troubleshooting skills, a passion for customer support, and the ability to manage overnight shifts in a fast-paced technical environment. TSRs are responsible for assessing and resolving front-line technical issues, escalating complex problems to senior support tiers, and maintaining clear and professional communication throughout the support process. You will collaborate with internal teams including NOC (Network Operations Center), CSRs, TSMs, and other IT support tiers as needed.

Key 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

Typical Tier-1 Support Tasks

• End-user software support (Microsoft Office, email clients, web browsers, customer-specific apps)
• Standard software installation requests (advanced installations escalated to NOC)
• Anti-malware and antivirus troubleshooting
• Basic PC hardware diagnostics and support
• Basic network connectivity troubleshooting (Wi‑Fi, DNS, IP conflicts, etc.)

Requirements

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

Recommended Certifications:

• CompTIA A+ Certification (preferred but not required)

Benefits

• Compensation Starting at $40,000 based on experience
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off (PTO)

Work Environment

• On-site position
• Shift available- Monday-Friday 11PM - 8AM

MCA, a New Charter Technologies company, provides a fast, energetic work environment for those seeking technology careers in Chattanooga. We’re a top technology services provider in the Chattanooga area with a national reputation. We believe people are our most valuable assets so we’re passionate about retaining and developing the best talent available. But more than that, we’re a tight-knit group of professionals who work collaboratively to provide the highest possible levels of customer service and support. We treat team members with respect, providing an environment where diverse individuals have all the resources they need to perform to their full potential. In fact, we like to think working at MCA is more than just a job. We believe business isn’t just about profitability. Having fun is also essential on the way to success. So, we celebrate achievements. We laugh a lot. We treat one another like family, always supporting each other, and we try not to take ourselves too seriously.

MCA, a New Charter Technologies company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

MCA recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

MCA, a New Charter Company, provides a fast, energetic work environment for those seeking technology careers in Chattanooga. We’re a top technology services provider in the Chattanooga area with a national reputation. We believe people are our most valuable assets so we’re passionate about retaining and developing the best talent available. But more than that, we’re a tight-knit group of professionals who work collaboratively to provide the highest possible levels of customer service and support. We treat team members with respect, providing an environment where diverse individuals have all the resources they need to perform to their full potential. In fact, we like to think working at MCA is more than just a job. We believe business isn’t just about profitability. Having fun is also essential on the way to success. So, we celebrate achievements. We laugh a lot. We treat one another like family, always supporting each other. And we try not to take ourselves too seriously.

Learn more on our About Us page.