Technical Support Specialist

Northpointe Staffing Professionals; Nashville (TN); On-site; USD 52,000 - 65,000; Full time

Job summary

Northpointe Staffing Professionals is seeking a First Level Technical Support Analyst to serve as the initial contact for IT assistance. You will diagnose, troubleshoot, and resolve hardware, software, and connectivity issues while delivering excellent customer service.

The role supports Windows and Mac environments, Microsoft 365 apps, Citrix Workspace, mobile devices, and common workstation hardware in a fast-paced financial services setting.

Qualifications

• Experience supporting Windows operating systems.
• Experience supporting macOS.
• Experience with Microsoft Office365 applications including Outlook, Teams, and OneDrive.
• Familiarity with Citrix Workspace/Virtual Desktop environments.
• Experience supporting mobile devices (iPhone/Android).
• Basic networking concepts.
• Hardware troubleshooting and peripheral support.
• Familiarity with remote support tools and ticketing systems.

Responsibilities

• Provide first-level technical support via phone, chat, and remote tools.
• Troubleshoot and resolve issues for Windows PCs and Apple Mac computers.
• Support Microsoft Office 365 applications, Outlook, Teams, and OneDrive.
• Assist with Citrix Workspace and virtual desktop environments.
• Support mobile devices and common workstation hardware.
• Document incidents and resolutions in the ticketing system.
• Escalate complex issues to second-level support when needed.
• Follow established procedures and contribute to knowledge base improvements.

Skills

Windows

macOS

Office365

Outlook

Microsoft Teams

OneDrive

Citrix Workspace

Mobile devices

Networking basics

Hardware troubleshooting

Remote support tools

Ticketing systems

Tools

Citrix Workspace

Remote support tools

Ticketing systems

Job description

Shifts Available Friday-Tuesday 11 AM-9 PM and Wednesday-Saturday 8 PM-6:30 AM. Candidates must be available for 12 week training onsite Monday-Friday 8:30 AM-5:30 PM.

Position Summary

The First Level Technical Support Analyst serves as the first point of contact for employees seeking technical assistance. This role is responsible for diagnosing, troubleshooting, and resolving a wide range of hardware, software, mobile device,and connectivity issues while delivering exceptional customer service.

The successful candidate will possess strong technical aptitude, logical problem-solving skills, and the ability to ask effective troubleshooting questions to identify root causes.

The analyst will support both Windows and Mac environments, Microsoft 365 applications, Citrix Workspace, mobile devices, and common workstation hardware.

An ideal candidate is comfortable supporting a wide range of technologies, enjoys solving problems, asks thoughtful questions when troubleshooting, and delivers a high-quality support experience to employees. Individual within this role should be able to confidently support Macs, PCs, mobile devices, Microsoft 365 applications, Citrix environments, and common hardware while maintaining professionalism in a fast-paced financial services environment.

Financial services experience is preferred, as the role supports users operating within a fast-paced and highly regulated business environment.

Key Responsibilities

• Provide first-level technical support via phone, chat, and remote support tools.
• Troubleshoot and resolve issues involving:
• Windows PCs and Apple Mac computers
• Microsoft Office 365 applications
• Microsoft Teams
• OneDrive
• Citrix Workspace and virtual desktop environments
• Corporate and personal mobile devices
• iPhones and Android devices
• Diagnose and resolve basic hardware problems including:
• Monitors and display configuration
• Thin clients and HP Mini devices
• Headsets and audio peripherals
• Keyboards, mice, and docking stations
• Basic printer issues
• Network cable and connectivity troubleshooting
• Support remote access technologies and virtual work environments.
• Assist with account access, authentication, password-related issues,and multi-factor authentication.
• Document incidents, troubleshooting activities, and resolutions in the ticketing system.
• Escalate complex issues to second-level support teams when appropriate.
• Follow established support procedures, knowledge articles, and service-level expectations.
• Contribute to continuous improvement by identifying recurring issues and recommending solutions.

Required Qualifications Technical Skills

• Experience supporting:
• Windows operating systems
• macOS
• Microsoft Office365
• Outlook
• Microsoft Teams
• OneDrive
• Working knowledge of:
• Citrix Workspace/Virtual Desktop environments
• Mobile device support (iPhone and Android)
• Basic networking concepts
• Hardware troubleshooting and peripheral support
• Familiarity with remote support tools and ticketing systems.

Problem Solving

• Ability to use logical troubleshooting methodologies.