Onsite Support Analyst

2 months ago

Washington, United States Starks Industries Full time

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.
- 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.
- 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.
- 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.

**Job Types**: Full-time, Contract

Pay: $43.82 - $45.82 per hour

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Adobe Acrobat: 5 years (preferred)
- Microsoft HyperVisor: 5 years (required)
- Slack: 5 years (required)
- Microsoft Office: 5 years (preferred)
- Jira: 5 years (preferred)
- JavaScript: 5 years (required)

Work Location: Remote

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