Technical Support Analyst Tier-2 at SRI Tech Solutions

Job role : Technical Support Analyst Tier-2

Job location: Ontario, CA/Everette WA

Duration: Contract

Minimum Requirements:

• Associate’s Degree OR High School Diploma/GED + minimum of 4 years of full-time work experience in Information Technology, or related field.
• 4+ years of experience with providing IT Desktop Support
• 4+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure.
• 4+ years of experience installing and supporting networked devices such as printers and scanners.
• Possess any of the following certifications; A+, Microsoft MCP or MCSE, Comptia Network+ or a Cisco CCNA.
• Candidate must be able to demonstrate a firm understanding of how to troubleshoot hardware, software and networking issues.
• Candidate must have a firm understanding of basic networking principles.
• Candidate must have very strong written and verbal communication skills.
• Candidate must be willing and able to travel off-site to provide IT Support.
• (within a 50 mile radius)

Primary Responsibilities:

• Serve as the on-site escalation point of contact for Tier-1 seeking technical assistance over the phone, email, or other form of communication. Support call center. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Provide effective communication to the customers. Direct unresolved issues to the next level of support. Log and record issues and resolutions. Follow-up and update customers with status and information.
• Participate in On-Call rotation to Provide After-hours support.
• Install workstations, printers, phone and fax machines computers and appropriate software applications and ensure that all are in good working condition.
• Provide technical expertise/training to end-users as needed to resolve equipment or software issues.
• Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration; replacing parts as required.
• Prioritize and manage heavy workload in a dynamic and diverse environment. Work with minimal direction, but remain focused on critical and priority items.
• Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned.
• Coordinate new access needs and security changes. This will include coordination with internal IT leadership to establish system access, and communicate back to user with relevant user ID and password information.
• Direct the activities of outside contract resources to support hardware installations and/or repair as necessary.
• Assure necessary security of all IT assets. This will include physical security of equipment, data, and software, as well as assuring appropriate backup of data and programs.
• Complete and maintain an inventory process to track new and old equipment and software. Ensure that all assets are properly tracked and documented for management audit and legal purposes.
• Improves and implements procedures as needed and/or assigned. Consistently works to develop and maintain positive and professional relationships with all internal and external customers.
• Supports the vision and values of Optum and abides by all policies and procedures.

Assets:

• Advanced knowledge of Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and HP hardware platforms along with other related technical skills.
• In-depth knowledge of PC hardware and peripherals
• In-depth knowledge of the Windows Operating Systems, VPN's, Active Directory, Exchange, Cisco, Citrix, Data Migration, Imaging, and Backups
• Possess the ability to perform advanced technical installation, upgrade and troubleshooting on desktops, laptops or servers.
• Strong understanding of IT Communication and other protocols relevent to trouble shooting client host connections

Soft Skills:

• Ability to communicate effectively, both orally and in writing.
• Ability to analyze and create solutions based upon data available.
• Ability to effectively and efficiently use time and resources to complete work and special projects as assigned.
• Have strong deductive skills in analyzing problematic systems and developing stop-gap or permanent solutions.
• Able to prioritize and execute multiple projects in a high-pressure environment.