{"schemaVersion":"jobsearcher.job.v1","id":"960bf3fd1f71282f948c0bae","url":"https://jobsearcher.com/jobs/960bf3fd1f71282f948c0bae","canonicalUrl":"https://jobsearcher.com/jobs/960bf3fd1f71282f948c0bae","title":"Technical Support Center Analyst","description":"How will this role impact First Command?\nThe Support Center Analyst provides the first level (Tier 1) of customer service to internal corporate users reaching out to the BIS Technical Support Center in an inboud call center environment. The Support Center Analyst’s main responsiblility is to gather information regarding end users request/issue, troubleshoot to provide first touch resolution, or escalate as needed. Problem resolution may involve the use of diagnostic and case management tracking tools. The Support Center Analyst reports directly to the Manager of the Technical Support Center.\n\nWhat will the employee do in this role?\nProvide first-rate customer service to users requesting support center services\nUtilize sound judgment, critical thinking, and technical savvy to analyze and resolve complex technical issues with various system services including but not limited to – User access, system operations, client databases, software applications, desktop/laptop computers, and technical configurations.\nOccasionally provide Clients with how-to recommendations regarding the use of their hardware and software platforms.\nEnsure timely incident follow-up with all Clients.\nResolve and close all tickets with Client's confirmation.\nProperly manage and document all work performed as part of ticket queue management.\nBe able to work independently and as well as in a team environment.\nManage interactions with callers and co-workers in a professional and supportive manner.\nQuickly assess whether a particular issue indicates that the Client needs further end-user training and ensure the issue is transferred to the appropriate team to address.\nBe able to develop and execute short-term actions to resolve complex Client issues.\nProvide emergency On Call support during non-business hours as assigned.\nSystem and process monitoring overnight for Home Office and Banking systems including resolution of alerts and a number of completed automated tasks as assigned.\nProvide user instruction via telephone and remote access software to increase user capabilities and reduce administrative errors.\nMaintain a high level of proficiency regarding company-supported hardware and software to provide first touch resolution to customer to minimize impacts and costs.\n\nSkills & Qualifications\nEducation\nThe Support Center Analyst job requires advanced knowledge in the computer field customarily obtained by a prolonged course or courses of study.\nBachelor's Degree or equivalent experience to include three or more years experience in IT call centers, IT systems, network operations, or software support.\nWill consider a recent college graduate with a computer related degree.\nWork Experience\nThree or more years industry experience or technical training with Microsoft products or equivalent computer support services\nCertifications\nProfessional computer related certifications are not required but are considered a plus.\nComputer Related Certifications can be used to qualify as experience.\n\nRequired Knowledge, Skills, and Abilities\nMust be client service oriented.\nAdvanced computer software and hardware knowledge\nAdvanced Computer Troubleshooting skills\nAdvanced Internet, Windows knowledge\nAble to maintain a professional telephone presence\nExcellent oral and written communication skills\nAbility to balance multiple and shifting priorities.\nDisplay dependable, punctual and professional demeanor.\n\n#LI-NC1 #LI-hybrid","company":"Firstcommandfinancialservices","rawCompany":"firstcommandfinancialservices","city":"Fort Worth","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-08-04T19:26:52.175Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Center Analyst","description":"How will this role impact First Command?\nThe Support Center Analyst provides the first level (Tier 1) of customer service to internal corporate users reaching out to the BIS Technical Support Center in an inboud call center environment. The Support Center Analyst’s main responsiblility is to gather information regarding end users request/issue, troubleshoot to provide first touch resolution, or escalate as needed. Problem resolution may involve the use of diagnostic and case management tracking tools. The Support Center Analyst reports directly to the Manager of the Technical Support Center.\n\nWhat will the employee do in this role?\nProvide first-rate customer service to users requesting support center services\nUtilize sound judgment, critical thinking, and technical savvy to analyze and resolve complex technical issues with various system services including but not limited to – User access, system operations, client databases, software applications, desktop/laptop computers, and technical configurations.\nOccasionally provide Clients with how-to recommendations regarding the use of their hardware and software platforms.\nEnsure timely incident follow-up with all Clients.\nResolve and close all tickets with Client's confirmation.\nProperly manage and document all work performed as part of ticket queue management.\nBe able to work independently and as well as in a team environment.\nManage interactions with callers and co-workers in a professional and supportive manner.\nQuickly assess whether a particular issue indicates that the Client needs further end-user training and ensure the issue is transferred to the appropriate team to address.\nBe able to develop and execute short-term actions to resolve complex Client issues.\nProvide emergency On Call support during non-business hours as assigned.\nSystem and process monitoring overnight for Home Office and Banking systems including resolution of alerts and a number of completed automated tasks as assigned.\nProvide user instruction via telephone and remote access software to increase user capabilities and reduce administrative errors.\nMaintain a high level of proficiency regarding company-supported hardware and software to provide first touch resolution to customer to minimize impacts and costs.\n\nSkills & Qualifications\nEducation\nThe Support Center Analyst job requires advanced knowledge in the computer field customarily obtained by a prolonged course or courses of study.\nBachelor's Degree or equivalent experience to include three or more years experience in IT call centers, IT systems, network operations, or software support.\nWill consider a recent college graduate with a computer related degree.\nWork Experience\nThree or more years industry experience or technical training with Microsoft products or equivalent computer support services\nCertifications\nProfessional computer related certifications are not required but are considered a plus.\nComputer Related Certifications can be used to qualify as experience.\n\nRequired Knowledge, Skills, and Abilities\nMust be client service oriented.\nAdvanced computer software and hardware knowledge\nAdvanced Computer Troubleshooting skills\nAdvanced Internet, Windows knowledge\nAble to maintain a professional telephone presence\nExcellent oral and written communication skills\nAbility to balance multiple and shifting priorities.\nDisplay dependable, punctual and professional demeanor.\n\n#LI-NC1 #LI-hybrid","datePosted":"2026-08-04T19:26:52.175Z","dateModified":"2026-08-04T19:26:52.175Z","hiringOrganization":{"@type":"Organization","name":"Firstcommandfinancialservices","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Fort Worth","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"960bf3fd1f71282f948c0bae"},"url":"https://jobsearcher.com/jobs/960bf3fd1f71282f948c0bae"}}