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IT Support Analyst

3 months ago

Harrisburg, United States Vector Consulting, Inc Full time

Our government client is looking for an experienced IT Support Analyst on a 12+ months renewable contract role in Harrisburg, PA.


Position- IT Support Analyst


Job Description:

This team is responsible for supporting workstations, laptops, Macs, and all device peripherals (print issues, docking issues, scanning, etc.) The candidate will be responsible for maintaining device compliance and health; this includes tracking down PCs that have broken SCCM clients, are out of compliance with updates, or are reported to have application or operating system issues. The Workstation Specialist will be responsible for assisting IT staff by providing Tier 2 support for hardware and software and installation and troubleshooting services throughout District 7. Candidate must possess the ability to install and configure PC hardware, peripherals, and software in both a network (primarily) and stand-alone environments. The ability to use diagnostic software is required. The ability to read, understand and follow technical manuals, schematics, and documented processes in the English language is required. The ability to assemble and support a microcomputer system and multifunction printers, as well as install Cat5e and/or Cat6 cable runs and perform cable terminations is required. Specific knowledge required in LAN/WAN, TCP/IP, Remedy, MS Windows, RDP, and SCCM. The resource may also be required to document and follow technical processes. Strong communications, customer service skills, leadership, a high level of attention to detail, and the ability to function effectively in a fast-paced environment are also required.

Essential Responsibilities

Monitor incident queues for issues and take ownership and assist customers as required

Keep all support tickets up to date and well documented

As required, provided documentation on issue resolution for other teams

Monitor and report on PC issues, escalate issues; work with other teams including SCCM, Active Directory, Security, and the IT Service Desk.

Actively contributes as an expert or actual designer.

Coordinates product design reviews to verify that design meets quality standards and functional/technical requirements.

Provides accurate estimates for design and programming efforts for system changes and enhancements.

Coordinates enhancements to business and logical data models with data base administration to make the appropriate changes to the physical data model.

Confirms that technical architecture will support all changes required by product enhancements.

Effectively leads product tests and trials.

Identifies appropriate business examples to illustrate key concepts / features.

Anticipates, identifies, tracks, and resolves issues and risks affecting own work and work of the Application Team.

Develops contingency plans as necessary.

Applies specific expertise to ensure that products meet defined customer objectives.

Anticipates and resolve issues specific to the team.

Determines time estimates and schedule for own work and resolve issues in a timely manner.

Identifies and tracks issues, risks and action items..

Required/Desired Skills:

  • 3 years of Experience installing, configuring and troubleshooting PC hardware/software in an enterprise LAN/WAN environment Required
  • 3 years of Experience installing and supporting laptops/docking stations Required
  • 3 years of Experience installing and supporting multifunction print devices Required
  • 3 years of Experience with Remedy or similar ticketing system Required
  • 3 years of Experience with premise cabling (installing Cat5e/6 cable and terminations) Required
  • Valid Drivers License Required
  • Possess the following core competencies: continuous attention to detail, high performance in a fast-paced, multitasking environment, Required
  • disciplined to follow established SOPs, and effective communication skills, both written and spoken, in the English language Required
  • Experience with Cisco VPN router installation and support Desired
  • Experience with Active Directory Desired
  • Experience with Hyena System Management Software Desired
  • Experience with Microsoft System Center Configuration Manager (SCCM) Desired
  • Experience creating process documentation (strong writing skills) Desired
  • Experience in project management Desired
  • Experience leading team deployments Desired

About Vector:

Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY


Celebrating 30 years of service.