Technical Support Specialist

Job Title: Service Desk Level 1 Tech SupportLocation: Onsite at Shelton, CT (Open all 5 days)Pay Rate: $18.50/hr on W2 Duration: 06 months (Possibility of Extension) Shift Timings: 8 AM, 9 AM, or 10 AM (subject to project requirements)Shift Duration: 8.5 hours Description: The Tech Support Analyst plays a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call details in ticketing systems, and escalating problems for resolution. The expectation is to provide an extreme level of customer service, attempt to resolve issues in a single interaction (ideally first contact resolution), and be an ambassador of Capgemini’s 7 Core Values: Honesty, Boldness, Trust, Freedom, Fun, Modesty, and Team Spirit.This role is based onsite at an assigned client location in Shelton, CT, with a requirement to report onsite during normal business hours, Monday through Friday, unless otherwise scheduled to support client demand.Key ResponsibilitiesProvide best-in-class customer service, problem resolution, and technical troubleshooting to customer queries over voice-based phone service.Utilize basic troubleshooting processes, validate the issue, record critical details in the ticketing system, and use Knowledge Base articles.Use Remote Tools to take control of customer PCs/workstations to investigate probable causes of problems.Escalate issues that cannot be resolved within established guidelines to the appropriate group for corrective action.Maintain defined call metrics to the highest level, including Number of Tickets Resolved, Average Call Wait Times, and Average Handle Time.Maintain login hours based on contractual Service Level Agreements (SLAs).Accurately complete weekly Project Time Reporting, utilizing correct billable project codes vs. non-billable PTO (Personal Time Off) or Sick Days.Ensure compliance with all mandatory trainings.Perform any other duties as deemed necessary by account management teams.QualificationsEducation: High School Diploma or GED required; some college preferred but not required.Experience: 1–2 years of applicable experience.1–2 years supporting customers remotely in a technical environment.1–2 years in a Technical Call Center, IT Help Desk, or equivalent technical support role.Required SkillsKnowledge of basic computer operations and troubleshooting.Basic understanding of computer peripherals and peripheral troubleshooting (receipt printers, cashless payment devices, scanners, etc.).Typing speed of 50 WPM or higher.Basic network troubleshooting skills.Experience working with Point of Sale (POS) systems.Experience with ticketing systems.Experience using remote access software.Bilingual (Speak/Read/Write) preferred.