Technical Support Analyst

Description
This position provides effective evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to issues/resolutions. Resolution will include but not be limited to the following: Identify, research, and resolve technical problems, responds to telephone calls, email and personnel requests for technical support while documenting, tracking, and monitoring the problem to ensure a timely resolution. Fulfill technical training and support needs for personnel and customers with telephone activities.
Provide quality service to customers in all assigned tasks, while upholding client values at all times
Support all internal and external customers with product knowledge and expertise.
Provide solutions in a timely fashion for issues that may arise with all client products.
Log and track support calls in Salesforce, prioritize and escalate jobs as required.
Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
Brief customers as well as management on the status of current resolution efforts and attend daily/weekly and or monthly meetings.
Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
Access software updates, drivers, knowledge base, and FAQ's resources on the Intranet to assist with end users' issues.
Assist other teams to initiate, design and manage effective support solutions as directed by our business needs.
Assist with the development and testing of newly designed products for operational integrity and function
Meet and Exceed departmental and company KPI's as set forth by leadership
Support Chat/Phones/Emails
Document case
Software upgrades/installs - Scenario Cloud support
Part inquiry
Escalate case to Tier 2/3 if unable to resolve issue
Entry-Level ( A+ cert level )
Basic Understanding of Networking
Strong Analytical skills As a "communicator" to all CC teams related to new PIB's, product changes, updates to processes etc, storing these communications in a central area
Answer phone calls and emails from customers, internal and external
Create and Maintain service tickets for all customer interactions, through to closure
Collaborate and discuss solutions internally and outside the department to coordinate
most effective solution.
SW and HW testing as required
Customer Feedback reporting and escalation
Providing quality customer service to all
Identify emerging technical issues; collect information, test and confirm, escalate as
needed, provide team(s) work around or solution
Innovative thinker, to provide work around solutions to vast array of issues
Strong customer focus; service-oriented attitude
Must be punctual and able to maintain good attendance
Additional Skills & Qualifications
customer service
Experience Level
Entry Level
Job Type & Location
This is a Contract position based out of Wappingers Falls, NY.
Pay and Benefits
The pay range for this position is $18.00 - $20.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Wappingers Falls,NY.
Application Deadline
This position is anticipated to close on May 16, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.