Job Description

TCI has an immediate need for a Help Desk/Tech Support Analyst in Bardstown, KY. This is a direct hire opportunity.  In addition to competitive, market-rate based pay, our client provides Comprehensive Medical/Dental insurance, 401k, Life Insurance and more.
Please note that this position requires US Citizenship or Permanent Residence.
This is a very unique work opportunity. Our client is a large international manufacturing firm, which gives them a broad range of career paths to offer, but they have a unique commitment to people and to technology in driving their competitive edge. Opportunities to support business models and support measurable synergies and systemic business processes are significant.
The Help Desk/Tech Support Analyst will be responsible for working with internal customers to understand basic technical issues to queries and developing solutions and advice for resolution.
  • Serves as the first point-of-contact for customers seeking technical assistance over the phone or email.
  • Performs remote troubleshooting through diagnostic techniques and pertinent questions.
  • Understands basic networking, printer set-up, windows permissions, file management, and troubleshooting.
  • Determines the best solution based on the issue and details provided by customers.
  • Walks the customer through the problem-solving process.
  • Directs unresolved issues to the next level of IT support.
  • Provides accurate information on IT products or services.
  • Records events and problems and their resolution in logs.
  • Communicates and updates the customer proactively regarding the status and information on issues reported.
  • Shares feedback or suggestions received from customers to the appropriate IT team members.
  • Identifies and suggests possible improvements on procedures.
  • Participates in weekly on-call rotation for 24/7 production support.
  • Cross-Trains in Server/Network/Security duties with Sr. administrators for supplemental support as needed.
  • Performs all other duties as assigned.
  • 1-3 years of proven work experience in a Help Desk or similar support role.
  • Bachelor of Science degree in IT or relevant field.
  • Tech savvy with strong knowledge of Microsoft Windows 7,10 / Office 2010 - 2016 and automation/remote control products.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Understanding of hardware and software components and their function in a computer system.
  • Ability to diagnose and resolve basic technical issues.
  • Customer-oriented and cool-tempered with excellent people and communication skills.
  • Ability to work both individually and as part of a team.
  • Ability to lift up to 50 lbs.
  • Local travel on occasion as needed.

Application Instructions

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