Associate – IT Customer Support Analyst

Associate – IT Customer Support Analyst

Requirements

• Completion of an undergraduate degree and 3+ years of experience (additional years of experience will be accepted in lieu of a degree)
• Ability to identify points of failure, areas for improvements, bottlenecks
• Coordinate resolution of issues in collaboration with various IT teams
• High knowledge of IT operations, responsibilities, processes, and procedures to independently resolve issues
• Strong verbal and written skills, including ability to draft communications and knowledge base articles
• Participation and contribution with the larger team
• Provide excellent customer service and remain instinctively curious
• Motivated to perform the work as required each day with a desire to improve
• The ability to work independently within established guidelines
• Ability to communicate effectively with a wide variety of users, both written and verbal
• Flexibility to support the business across multiple locations
• The candidate must be dependable, well organized, and accountable
• Demonstrates poise in intense or stressful situations and maintains professionalism
• Must be a US Citizen and able to qualify for security clearance

Responsibilities

• Solves complex problems requiring detailed knowledge of industry best practices within a Microsoft Windows 10 desktop computing environment
• Ensures break/fix and request tickets for computers, peripherals, software, and printers are responded to and addressed within established service level objectives, escalating as necessary
• Provides ongoing technical support to local users face-to-face, as well as other offices and project sites both remotely and in person (when travel is required)
• Supplies hands-on support as directed by the network, security, server, voice, and other IT teams when local participation is necessary
• Participates in establishing and decommissioning offices and project sites as required
• Maintains an accurate inventory of both deployed assets and storeroom equipment
• Participates in some on-call and/or after-hours work as needed
• Uses experience and problem-solving skills to develop and improve processes and provides reports as required
• May provide guidance to less experienced team members
• Stages, prepares, and deploys computer, peripherals, and devices to the users
• Break/fix support for end user hardware, including but not limited to laptops, desktops, workstations, printers, and peripherals
• Occasionally performs installation of non-standard software
• Break/fix support for COE (Common Office Environment) software including Microsoft Windows 11, Office 365, and Teams using demonstrated troubleshooting capabilities
• Ability to successfully troubleshoot 2FA, certificate, CAC, and other authentication issues
• Ability to successfully troubleshoot printing issues
• Facilitates data migration between computers
• Provides virtual desktop support
• Familiarity with IPT voice technologies and collaboration tools like Microsoft Teams, Cisco Jabber
• Provides technical A/V support including critical videoconference meetings
• Working knowledge of Microsoft server technologies and Dell server hardware
• General knowledge to perform high level network troubleshooting analysis, Cisco knowledge preferred
• Collaborates with vendors or third-party support to resolve technical hardware or software issues

Preferred Qualifications

• Linux administration experience preferred