Technical Support

About The Company Collabera is a renowned global leader in talent solutions and digital transformation services. With a strong presence across multiple countries, Collabera specializes in connecting top-tier talent with innovative organizations across various industries. The company prides itself on fostering a dynamic and inclusive work environment that emphasizes continuous learning, professional development, and technological excellence. At Collabera, we are committed to delivering exceptional value to our clients through innovative solutions, strategic partnerships, and a people-first approach. Our culture promotes collaboration, integrity, and a passion for making a meaningful impact in the technology and business landscape.

About The Role We are seeking a proactive and customer-focused IT Service Desk Analyst to join our team in Addison, TX. This hybrid role involves providing first-line technical support to internal employees through voice and chat channels as part of our 24×7 Global Service Desk. The successful candidate will play a critical role in ensuring seamless IT operations by troubleshooting a wide range of hardware, software, and application issues. This position offers an exciting opportunity to work in a fast-paced environment, collaborate with regional and global teams, and enhance your technical and customer service skills. The ideal candidate will possess strong communication abilities, a passion for problem-solving, and a commitment to delivering exceptional service to internal stakeholders.

Qualifications The ideal candidate will have between 1 to 8 years of experience in technical support roles, demonstrating proficiency in handling MS applications, proprietary systems, and hardware/software issues via phone and chat. A solid understanding of Windows 10/11, MS Office suite, Office 365, SharePoint, Skype, Citrix, VPN, and Cisco AnyConnect is essential. Excellent communication and stakeholder management skills are required to effectively interact with users and escalate issues when necessary. Candidates should have prior experience logging and documenting tickets in ITSM tools such as Remedy, ensuring accurate and detailed issue tracking. A proactive attitude, strong problem-solving skills, and the ability to work under pressure are vital for success in this role.

Responsibilities

• Provide technical support for MS applications, proprietary systems, and hardware/software issues via voice and chat channels, ensuring timely and effective resolution.
• Troubleshoot and resolve issues related to Windows 10/11, MS Office suite, Office 365, SharePoint, Skype, Citrix, VPN, and Cisco AnyConnect.
• Handle multiple live chat sessions simultaneously, prioritizing tasks to meet or exceed performance targets for response time, resolution, and customer satisfaction.
• Log, document, and track support tickets clearly and accurately within the ITSM Remedy platform, ensuring proper issue escalation when necessary.
• Collaborate with regional and global teams to ensure smooth IT operations and consistent service delivery.
• Maintain up-to-date knowledge of supported systems and applications, continuously improving troubleshooting skills and technical expertise.
• Participate in team meetings and training sessions to stay aligned with company policies, procedures, and best practices.

Benefits Collabera offers a comprehensive benefits package designed to support the well-being and professional growth of our employees. Eligible employees will have access to medical, dental, and vision insurance plans, ensuring comprehensive healthcare coverage. We also provide a 401(k) retirement plan to help you plan for your future, along with life insurance, long-term and short-term disability insurance for financial security. Our benefits include paid parking or public transportation allowances, paid time off, sick and safe time, paid holidays, and paid parental leave, depending on eligibility. We are committed to fostering a healthy work-life balance and supporting our employees through various wellness programs and professional development opportunities.

Equal Opportunity

Collabera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status under applicable law. We believe that a diverse workforce enriches our culture and enhances our ability to serve our clients effectively. All qualified applicants will receive consideration for employment without regard to any protected characteristic.

Ready to Apply? Apply now or reach out to Anjesh Singh at for more information. We look forward to speaking with you!