What are the responsibilities and job description for the Technical Support Analyst I position at Centriworks?
Description
Technical Support Analyst I
Location: Knoxville, TN
Job Type: Full-Time
Industry: MIT Services
Centriworks has been a trusted technology leader in East Tennessee for over 60 years, and we’re just getting started. We combine decades of stability with a forward-thinking vision, constantly evolving into new areas of business technology, imaging services, and digital optimization. Our team recently earned recognition as a 2026 Knox News TOP WORKPLACE, and that culture of excellence is something we protect fiercely.
About the Role
Are you passionate about solving technical problems and helping people? Join our team as a Technical Support Analyst I, where you'll be the first point of contact for users experiencing issues with their technology. This entry-level role is perfect for individuals who enjoy troubleshooting, delivering excellent customer service, and growing their IT career in a fast-paced, team-oriented environment.
What You’ll Do
- Respond to user inquiries via phone, email, and ticketing systems
- Diagnose and resolve hardware, software, and network issues
- Provide clear, step-by-step technical guidance to users
- Escalate complex issues to senior support or specialized teams
- Document support interactions and resolutions
- Assist with software installations, updates, and configurations
- Deliver remote support and maintain high levels of professionalism
- Collaborate with IT teams to resolve recurring issues
Requirements
Education & Certifications
- Associate’s degree in Computer Science, Information Technology, or a related field
- Certifications (preferred but not required):
- CompTIA A
- CompTIA Network
- CompTIA Security
- MS-900 Microsoft 365 Fundamentals
Experience & Technical Skills
- 0–2 years in a technical support or help desk role
- Basic understanding of networking, operating systems (Windows/macOS), and common software applications
- Familiarity with ticketing systems and remote support tools
Soft Skills
- Strong communication and interpersonal skills
- Analytical thinking and problem-solving ability
- Patience and customer service orientation
Preferred Qualifications
- Exposure to ITIL practices or certification
- Experience with cloud platforms (e.g., Microsoft 365)
- Experience in IT ticketing systems
- Ability to work in a fast-paced, team-oriented environment
- Multilingual skills for diverse support environments