Technical Support Analyst 3 (7831) - Morton

Position Title: Technical Support Analyst 3  
Schedule: ONSITE
Overview: Our client is looking for a Technical Support Analyst for an ONSITE position based out of Richmond, VA.                          
 
Responsibilities:

• The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.
• Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations.
• The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams.
• The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment.
• Respond to and direct help desk tickets to other technicians for resolution. Uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.
• Perform installation and troubleshooting of PC’s, printers, iPhones and software.
• Daily inspections of server room and data closets.
• Manage backup tape rotation and cases for offsite pickup.
• Perform network jack activation for correct VLAN.
• Basic customer training and support on Mitel phone operations. Prefer MiTel but will accept experience with other phone systems.
• Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets.

Requirements:

• 2 Years – Respond to and direct help desk tickets to other technicians for resolution.
• 2 Years – Experience with installation and troubleshooting of PCs, printers, iPhone, and software.  
• 2 Years – Perform network jack activation for correct VLAN.  
• 1 Year – Daily inspections of server room and data closets.  
• 1 Year – Manage backup tape rotation and cases for offsite pickup.  
• 1 Year – Some previous experience supporting Active Directory, DNS, DHCP, group policy, and VPN.  
• 1 Year – Basic customer training and support on MiTel phone operations. Prefer MiTel but will accept other phone systems.
• 1 Year – Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets.
• 1 Year – Experience with Microsoft Office tools such as MS Word, Excel, Visio, and Project.

About Our Client: Our client is an Equal Opportunity Employer and maintains a drug-free workplace by both policy and practice. Applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, or the presence of a non-job-related medical condition. Employment and personnel practices conform to all applicable federal, state, and local laws and regulations regarding non-discrimination. While the Company is committed to following this principle in every facet of employment, all employees share in the responsibility to promote and foster a favorable work environment.