Technical Support Analyst (Overnight Shift)

JOB SUMMARY: Provide initial technical support to Clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. The Technical Support Analyst is responsible for receiving information, diagnosing symptoms, and resolving IT-related problems. This position will need to deliver Client service within specified service levels. Typically, the Technical Support Analyst will work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software setup, and assistance with navigating around application menus.

ESSENTIAL FUNCTIONS:

• Firstline responder to incoming issues through chat, email-generated tickets, or phone.
• Direct unresolved issues to the next level of support personnel.
• Troubleshoot straightforward workstation-based software and hardware issues with: Windows OS, Office/O365, Adobe, Apple MacOS, Sophos and other major AV brands, component failure and pending failure behavior, failed startup beep codes, computer event logs and 3rd party alerting tools, Local and network printers, as well as other peripherals such as keyboards and monitors.
• Assist users with basic “How do I?”, “Where do I?”, etc. type of technical questions.
• Understands and troubleshoots basic user permissions and workstation interaction in domain and workgroup environments.
• Understands and administers user level tasks in the Microsoft Office 365 environment.
• Learn the difference between sync’d and cloud environments.
• Learn licensing levels to include subscription offerings.
• Learn and perform various user account actions such as password resets, applying appropriate licensing, litigation hold, and disabling.
• Assist in system monitoring to identify and react to alerts, backups events, connectivity, and security events.

QUALIFICATIONS:

• High school diploma or GED required, some college preferred.
• 2+ years of relevant experience in a technical help desk environment preferred.
• Certifications are beneficial but not required. Desired certifications include CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA, AZ-900.
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process.
• Pass background checks as needed.
• Valid driver’s license, personal auto insurance and reliable personal vehicle.
• Ability to travel to Client sites as needed, leveraging personal vehicle for local dispatch.

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Job may require some travel.