Job Description

CTG is hiring a **Level 1 IT Support Analyst** for our client in Chicago, IL. This is a **remote contract role** . We're looking for a candidate with experience in **call center operations** , **incident management response** , and both **technical and hardware troubleshooting** During a new employee's first 90 days on the CTG Modern Service Desk, they will be considered an "Agent in Training". **They will be classified as a CTG hourly employee and paid $24.49 per hour worked.** The first 90 days of employment will focus on learning internal processes and accounts while growing as a professional, with the goal of moving to a full time agent role. The Agent In Training will be accountable for meeting the goals and expectations identified during orientation. Likewise, their leadership team will be accountable for providing targeted training and open lines of communication. Through regular meetings, the Agent in Training and their designated leadership team will discuss training progress, work through questions as needed, and identify opportunities for improvement when appropriate. If the employee meets all the goals identified within the first 90 days, they will be offered the opportunity to become an Agent. This will qualify them for full time benefits, including insurance and paid time off. If the employee is not able to meet the established goals, they may be released from the training program. **Job Responsibilities:** + Interact with customers via phone, email, and chat in a professional manner. + Troubleshoot problems to provide a high level of user satisfaction. + Respond to tickets and answer calls within a timely manner. + Utilize a methodical approach to identify problems, investigate causes, and recommend innovative solutions to our multi-platform environment. + Accurately document technical issues to facilitate diagnostics and prompt solutions + Provide restorative or maintenance actions to resolve end-user problems + Respond to end-user problems based on standard procedures + Handle advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve + Ensure systems are configured properly + Act as a resource for more complex end-user issues + Track incidents and calls, including but not limited to entering data into the database timely and accurately + Handle multiple clients, as required **Required Skills:** + Familiar with Amazon Phone system and ServiceNow preferred but not required. + Minimum 2 years of previous IT work experience in Desktop Support or Level 1 IT Help Desk support. + Hands-on experience with Active Directory - granting permissions, adding/removing users + Written and verbal skills to relay problems to tier 2 support and management. + User-centric, team-first mindset, time management, reliable, and organized. + Knowledge of Windows operating system; moderate ability in PC Repair/troubleshooting. + Excellent interpersonal skills + Able to communicate effectively with employees and executives; High degree of patience with people and processes. + Ability to prioritize and multitask to accomplish objectives in an organized fashion. + Work hard & smart-never satisfied with the status quo; possess high expectations of what can be accomplished by self AND team. + Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group is required. **About CTG** CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit . Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified company across many of our global operations. CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.

Job Tags

Hourly pay, Full time, Contract work, Work experience placement, Local area, Remote work,

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