Associate – IT Customer Support Analyst

Completion of an undergraduate degree and 3+ years of experience
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
Dependable, well organized, and accountable
Demonstrates poise in intense or stressful situations and maintains professionalism
Ability to meet DoD certification requirements
Must be a US Citizen and able to qualify for security clearance

Solve complex problems requiring detailed knowledge of industry best practices within a Microsoft Windows 11 desktop computing environment
Ensure break/fix and request tickets for computers, peripherals, software, and printers are responded to and addressed within established service level objectives
Provide ongoing technical support to local users face-to-face, as well as other offices and project sites both remotely and in person
Supply hands-on support as directed by the network, security, server, voice, and other IT teams when local participation is necessary
Participate in establishing and decommissioning offices and project sites as required
Maintain an accurate inventory of both deployed assets and storeroom equipment
Participate in some on-call and/or after-hours work as needed
Stage, prepare, and deploy 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 perform 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
Facilitate data migration between computers
Virtual desktop support
Provide technical A/V support including critical videoconference meetings
Collaborate with vendors or third-party support to resolve technical hardware or software issues