Onsite Support Analyst

4 weeks ago

Washington, United States Starks Industries Full time
Job DescriptionJob DescriptionSalary: $43.82 - $45.82

Job Title: Onsite Support Analyst 

 

Job Description: 

We are seeking a dedicated and skilled Onsite Support Analyst to join our IT Support Services team. The Onsite Support Analyst will be responsible for providing technical assistance and support to end-users of the DC Child Support Enforcement System, ensuring the smooth operation and maintenance of IT systems and infrastructure. 


Key Responsibilities: 

  • Technical Support: Provide onsite technical support to end-users of the DC Child Support Enforcement System, including troubleshooting hardware and software issues, diagnosing technical problems, and resolving technical issues in a timely manner. 
  • User Training: Conduct training sessions for end-users to enhance their understanding of IT systems and applications, ensuring optimal utilization of technology resources. 
  • System Maintenance: Perform routine maintenance tasks, such as software updates, system backups, and security patches, to ensure the stability and security of IT systems. 
  • Documentation: Maintain accurate records of support activities, including incident reports, service requests, and troubleshooting steps, to facilitate knowledge sharing and problem resolution. 
  • Hardware and Software Installation: Install, configure, and deploy hardware and software components, including desktop computers, laptops, printers, and application software, according to established procedures and standards. 
  • Security Compliance: Ensure compliance with IT security policies and procedures, including user access controls, data encryption, and virus protection, to safeguard sensitive information and mitigate security risks. 
  • Collaboration: Collaborate with the client, members of the IT support team and external vendors to resolve complex technical issues and assist with implementing system enhancements. 
  • Quality Assurance: Conduct quality assurance testing of IT systems and applications to identify and address any defects or deficiencies, ensuring optimal performance and reliability. 
  • User Support: Provide ongoing support and assistance to end-users, including answering technical inquiries, assisting with end-user ticket disposition, providing guidance on IT best practices, and escalating unresolved issues to higher-level support teams as needed. 


Qualifications: 

  • Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent combination of education and experience. 
  • Minimum of 8 years of experience in IT support or related field, preferably in a government or legal environment. 
  • Strong technical skills, including proficiency in troubleshooting hardware and software issues, diagnosing network problems, and performing system maintenance tasks. 
  • Excellent communication and interpersonal skills, with the ability to effectively interact with end-users of varying technical levels. 
  • Knowledge of IT security principles and best practices, including familiarity with security controls, data privacy regulations, and incident response procedures. 
  • Certifications such as CompTIA A+, Network+, or Security+ are a plus. 
  • Ability to work independently and collaboratively in a fast-paced environment, with a strong commitment to customer service and user satisfaction. 


Experience with the following software:

  • SQL Server
  • Microsoft Office
  • Adobe Acrobat
  • JavaScript

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