TechSupport Analyst-10289 bei Smart Ims

Position Overview

We are seeking an experienced Tech Support Analyst to provide high-quality, in-person technical support for our Charlotte office and remote user base. This is not a Service Desk role — the position requires hands-on end-user support, including troubleshooting, hardware/software maintenance, and system imaging using SCCM.

The ideal candidate will have a strong background in SCCM, ServiceNow, and Windows-based environments, with excellent customer service skills and the ability to work efficiently in a fast-paced corporate setting.

Key Responsibilities

• Provide direct, onsite end-user support to approximately 300 office-based employees.

• Collaborate with a larger IT team to support 9,000+ remote employees.

• Perform hardware and software troubleshooting for Dell laptops (Windows OS), dual monitor setups, and other desktop peripherals.

• Manage SCCM imaging and remote support via BeyondTrust or similar tools.

• Resolve incidents and service requests in-person, over the phone, and via remote access tools.

• Document all work using ServiceNow in alignment with SLAs and IT standards.

• Coordinate with internal IT teams and external service providers as needed.

• Assist with hardware deployments, upgrades, and routine maintenance.

Required Skills & Experience

• Must have: SCCM (imaging), ServiceNow, BeyondTrust or equivalent remote support tool experience.

• 2+ years of hands-on end-user support in a corporate environment.

• Strong Windows OS troubleshooting skills.

• Excellent customer service and interpersonal communication skills.

• Ability to work independently and manage multiple priorities.

Position is a Potential Temp to Hire role