Description
Senior Technical Support Analyst
Location: Knoxville, TN
Job Type: Full-Time
Industry: MIT Services
About the Role
Are you a seasoned IT professional ready to lead and elevate technical support operations? As a Senior Technical Support Analyst, you’ll serve as a subject matter expert, resolving complex technical issues, mentoring support staff, and driving process improvements across enterprise systems. This is a high-impact role for someone who thrives in fast-paced environments and enjoys both hands-on troubleshooting and strategic collaboration.
What You’ll Do
- Lead resolution of escalated technical issues involving hardware, software, and network systems
- Mentor and guide Technical Support Analysts
- Develop and maintain troubleshooting documentation and knowledge base articles
- Collaborate with cross-functional teams to implement system upgrades and patches
- Analyze recurring issues and recommend long-term solutions or process improvements
- Ensure compliance with SLAs and monitor performance metrics
- Provide on-site and remote support for enterprise systems
- Manage client expectations and deliver business-friendly updates
- Support legacy system migrations and data mapping
- Develop scripts and automation tools to streamline support tasks (e.g., RMM, PowerShell, PowerApps)
- Maintain and support enterprise software environments
- Configure switches, firewalls, and wireless networks for optimal performance
What You Bring
Education & Certifications
- Associate’s degree in Computer Science, Information Technology, or related field
- Required:
- CompTIA Network+
- MS-900 Microsoft 365 Fundamentals
- MD-102 Microsoft Endpoint Administrator + Mastering Endpoint Security (must obtain within 2 years)
- Microsoft Teams Support + Using Teams + Configuring and Managing Teams (must obtain within 2 years)
- Preferred:
- Bachelor’s degree in Computer Science, Information Technology, or related field
Experience & Technical Skills
- 3–6 years in technical support or IT operations
- Proven experience in troubleshooting complex systems and mentoring staff
- Proficiency in Windows Servers/Workstations, Apple/MAC, VOIP, and enterprise applications
- Experience with scripting (RMM), database management, and network configuration
- Experience with Microsoft Intune
- Experience with enterprise RMM solutions
- Experience with virtualization technologies (VMware, Hyper-V)
- Experience with enterprise data migration
- Familiarity with IT ticketing systems, SharePoint, and remote support tools
- Ability to configure switches, firewalls, and wireless networks
Soft Skills
- Strong customer-service orientation and communication skills
- Excellent problem-solving, listening, and writing abilities
- Ability to explain technical concepts to non-technical users
Why Join Us?
We’re a forward-thinking technology organization committed to delivering exceptional support and innovation. As a Senior Technical Support Analyst, you’ll play a key role in shaping the future of our IT operations, mentoring others, and ensuring system reliability across the enterprise.
Career Path Opportunities
- Systems Engineer
- Security Analyst
- Infrastructure Architect
What Success Looks Like in This Role
Success in this role means being a trusted technical leader who resolves complex issues with confidence, mentors others effectively, and drives continuous improvement. You’ll be known for your deep technical expertise, proactive mindset, and ability to deliver high-quality service across diverse systems and teams.
