Technical Services Representative- 3rd Shift

Mike Collins & Associates, Inc.; Vista Hills (TN); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

On-site position

Night shift

Job summary

MCA, a New Charter Technologies company, is seeking a proactive Technical Support Representative to provide Tier 1 IT support and be the first point of contact for end-user service requests.

This on-site overnight role supports the Chattanooga area and collaborates with NOC, CSRs, and other IT tiers. You will diagnose, document, and escalate issues while following SOPs and maintaining clear communication.

Qualifications

• 1 year minimum of PC troubleshooting in a professional setting.
• Strong verbal and written communication skills.
• Ability to work overnight shifts.
• CompTIA A+ certification preferred.

Responsibilities

• Serve as first point of contact for customers via phone, email, or ticketing system.
• Diagnose and resolve Tier 1 issues promptly.
• Escalate complex issues with proper documentation.
• Maintain logs of customer interactions and troubleshooting steps.
• Collaborate with NOC, CSRs, and other IT support tiers as needed.

Skills

Troubleshooting

Customer support

Communication

Documentation

Education

CompTIA A+ (preferred)

Tools

Ticketing system

Microsoft Office

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 systemDiagnose and resolve Tier 1 issues in a timely and efficient mannerEscalate unresolved or advanced issues to higher-tier support teams with proper documentationFollow standard operating procedures and stay updated with all technical support guidelines from the TSMPerform routine preventative maintenance tasks, patch management, and assist with documentationSupport Network Operations projects by completing assigned subtasksMaintain detailed logs of customer interactions and technical troubleshooting stepsTypical 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 troubleshootingBasic PC hardware diagnostics and supportBasic network connectivity troubleshooting (Wi-Fi, DNS, IP conflicts, etc.)Requirements:Minimum of 1 year experience troubleshooting PC systems in a professional environmentStrong verbal and written communication skillsAbility to work independentlyRecommended Certifications:CompTIA A+ Certification (preferred but not required)Benefits:Compensation Starting at $40,000 based on experienceHealth InsuranceDental InsuranceVision InsurancePaid Time Off (PTO)Work Environment:On-site positionShift available- Monday-Friday 11PM - 8AMMCA, 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.