Technical Support Analyst

2 months ago

Austin, Texas, United States ATR Profile Full time

Position:
Computer Support Specialist

Location:
Austin, TX

Citizenship/Clearance Requirement:
US Citizen with an active Secret Clearance required. This position supports a government contract.

The Computer Support Specialist evaluates and resolves computer support issues, utilizing knowledge of software and hardware products to assist users effectively.

This role involves providing support to users and organizations in their use of computer software and equipment. Responsibilities include diagnosing issues and guiding users through solutions. The specialist will set up, image, or repair computer systems and related devices, and train users on new hardware or software applications, including printing, installation, word processing, and email functionalities. The role requires responding to requests for assistance via phone, web, fax, and email, employing remote tools and an automated trouble ticketing system. Site visits may be necessary to provide hands-on support. Account management is also a key responsibility.

Key Responsibilities:
(The following duties are not listed in order of importance; additional tasks may be assigned) and must be performed with minimal supervision:

  • Deploy standardized office automation desktop software as approved for use.
  • Provide on-site support for desktop, software, and peripheral issues for designated customers; prioritize support for key personnel and report significant outages to management.
  • Resolve desktop issues using remote access; manage user accounts and assist with security compliance.
  • Install, configure, troubleshoot, relocate, and repair desktop systems and printers.
  • Identify and address network issues affecting users, collaborating with higher-level administrators to restore service.
  • Troubleshoot wireless connectivity and related devices.
  • Utilize monitoring tools to proactively manage network performance and escalate unresolved issues.
  • Document daily system reports and engage with next-level support as needed.
  • Handle helpdesk inquiries and maintain records of work orders using automated systems.
  • Configure and repair Windows-based laptops and desktops, ensuring compatibility with various operating systems and applications.
  • Provide support for Microsoft Office applications, with a focus on Outlook and related tools.
  • Assist with configuration and troubleshooting of communication applications.
  • Manage and support handheld devices and smart card readers.
  • Use Active Directory tools for user management and remote desktop connections.
  • Support users during events with collaborative tools.

Qualifications:
To excel in this role, candidates must demonstrate proficiency in the following areas:

  • High school diploma or GED.
  • Minimum of 3 years of experience in PC maintenance.
  • IT I level certification and IAT II certifications as required.
  • Preferred certification as a Microsoft Desktop Support Technician or equivalent.
  • Active Secret Clearance.

Knowledge Requirements:

  • Strong understanding of information security principles and practices.
  • Extensive knowledge of software applications and operating systems.
  • Familiarity with Windows technology and networking protocols.

Skills and Abilities:

  • Ability to prioritize tasks and meet deadlines effectively.
  • Strong communication skills for conveying complex information clearly.
  • Excellent problem-solving abilities and critical thinking skills.
  • Self-motivated with minimal supervision required.
  • Proactive approach to preventing issues.

Physical Requirements: The role may involve extended periods of sitting or standing, along with typing and reading from screens. Candidates should have sufficient mobility for daily tasks, including bending and reaching. Lifting up to thirty (30) pounds may be necessary.


Security Clearance:
Position requires an active DoD Secret security clearance.

Job Type:
Full-time

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