Associate Technology Support Analyst - Hermitage

Deloitte - Nashville, TN

Full-time - Entry Level

Nashville, TN

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Associate Technology Support Analyst role at Deloitte involves providing technical support to the mobile workforce, ensuring effective end-user relationships, and maintaining IT assets. This position emphasizes extraordinary customer service and technical skills to resolve issues with various devices and software, while also offering training to users. The role is part of the Technology Support Services team, which serves as the first line of contact for IT support within the organization.

Responsibilities

• Perform hardware and software configuration, maintenance, upgrades, and troubleshooting of laptops, mobile devices, and printers.
• Engage with vendors to coordinate hardware repairs for laptops, mobile devices, and printers.
• Maintain accurate inventory of all IT assets.
• Provide one-on-one and group training for peers and customers, including onboarding of new hires.
• Participate in after-hours support program on a rotating basis.
• Occasional call center phone support may be required.

Requirements

• Associate's Degree or a minimum of 1 year in a professional setting/corporate environment and a minimum of 6 months of customer service experience.
• Ability to meet deadlines and manage stress effectively in high-pressure situations.
• General understanding of IT principles and governance frameworks such as ITIL foundation concepts.
• Foundational project management and leadership skills.
• Strong sense of discretion and confidentiality required.
• Extraordinary customer service skills along with strong written and verbal communication skills to promote ITS services and deliver premier user experiences.
• Ability to interact professionally with all levels in the organization including C-Suite leaders.
• Advanced knowledge of IT security concepts and social engineering threats.
• Strong teaming and collaboration skills.
• Ability to build rapport and cultivate strong business relationships.
• Comprehensive technical knowledge of computer hardware/software including laptops, printers, and smartphone technology along with MS Windows and MAC OS, MSOffice 365 products and other cloud-based technologies.
• Ability to apply problem-solving skills to identify, diagnose and implement appropriate resolution, both in-person and virtually using remote control tools such as LogMeIn GoToAssist/Rescue.
• General understanding of technology and infrastructure including networking concepts, unified communications, hardware components and cybersecurity.
• Ability to provide after-hours support on a rotational basis with occasional travel required to offices in local geography.
• Ability to work overtime, including nights and weekends as needed.
• Knowledge of desktop security and compliance applications.
• Ability to lift up to 50 pounds.

Nice-to-haves

• Experience providing technology support in a professional services environment similar in size and scope to Deloitte.
• General knowledge of Linux Ubuntu Desktop operating systems including file permissions, file systems management, account management, performance monitoring and command line interface.
• General knowledge of scripting languages and platforms (C#, PowerShell, .NET etc.) preferred.
• Advanced knowledge of ServiceNow incident tracking system.
• Dell, HP & Mac Laptop repair certification.
• A+, MCSE, Windows 10, ITIL, ACMT certifications.
• Prior experience in providing services to remote sites a plus.
• Experience supporting Audio/Video conferencing equipment and telephony equipment (Polycom, Skype For Business).

Benefits

• Broad range of benefits including professional development opportunities, mentorship, and a diverse, equitable, and inclusive culture.