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Technical Support Analyst


This is a Contract position in Port Washington, NY posted August 27, 2021.

Position Summary:


Technical Support Analysts will provide technical and network problem resolution to end users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, network connectivity inquiries, uninstalling/reinstalling basic software applications, verifying proper hardware and software set ups. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. They will be a key person on the Customer Support Team and Information Technology division, working directly as part of the resolutions and subject matter experts group.


Duties and Tasks/Essential Functions:

  • Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting
  • makes use knowledge bases and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely manner
  • Deliver service and support to end-users via phone, remote connection or over the Internet;
  • Interact with retail store associates to and help customers by providing and processing information in regards to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  • Assisting customers and properly, diagnosing the root cause of their technical issue,
  • Responsible for maintaining client relationships through Technical Support for existing customers who have questions and concerns about a product or service.
  • Diagnose and resolve technical hardware and software issues
  • Research required information using available resources;
  • Identify and escalate priority issues per Client specifications;
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates


Required Skills, Knowledge, & Qualifications:

  • Previous experience working in a call center or help desk environment
  • Experience working for an IT Retailer or Supplier (e.g. Best Buy, Geek Squad, Office Max)
  • Previous experience or working knowledge in data entry, use of troubleshooting and systems inspection software to assist customers and properly diagnose the root cause of their technical issue, (preferred)
  • Previous Call center/ Help Desk experience (preferred)
  • Excellent communications skills ? Knowledge of relevant software computer applications and equipment;
  • Prioritizing and Multi-tasking capabilities


Agilant is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need.

Job Requirements:

  • Escalated technical troubleshooting support for customers
  • Fielding customer technical support requests
  • Communicate technical information to non-technical customers
  • Help customers with technical issues
  • Troubleshoot and resolve customer technical issues
  • Provide technical support to computer users
  • Apply technical support expertise to resolve customer issues
  • Provide technical and non-technical support to customers via phone and email
  • Diagnose and resolve technical hardware and software issues
  • Assist in reviewing technical support documentation to ensure technical support staff
  • Diagnosing and resolving technical hardware and software issues
  • Document all technical support procedures
  • Assist customers in requests for technical product information and technical troubleshooting
  • Answer technical problems regarding proprietary software
  • Provide technical troubleshooting and problem resolution
  • Performing technical and application support
  • Perform technical installation and support of all company software and provide resolution for technical issues
  • Identifying and troubleshooting technical issues
  • Support clients with various technical troubleshooting duties
  • Assist customers with technical questions