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Technical Support Analyst

2 months ago

Colorado Springs, Colorado, United States OSAAVA Services Full time
Job Overview

Position Summary:


• Delivering analytical methods and procedures to assist clients, systems, and networks while consulting with users to ascertain hardware, software, and system capabilities.


• Offering comprehensive network, user, and systems assistance, identifying, prioritizing, and resolving reported issues, including the creation of network user accounts and the configuration of email services.


• Providing helpdesk support, managing user inquiries, assessing the level of support needed, and appropriately escalating those inquiries to higher support tiers.


• Assisting and troubleshooting user challenges in account management, enterprise resource applications, server management, networking, and software applications.


• Conducting troubleshooting and problem resolution for software, hardware, and communication issues associated with supported computer workstation systems and applications.


• Executing security patching (analyzing, documenting, and addressing any issues) and performing system audits while continuously monitoring and analyzing systems to ensure optimal operation for systems, networks, and users.


• Facilitating hardware/software installation and testing, while being available to undertake additional duties as assigned.

Required Education and Experience:


• A minimum of 5 years of help desk experience in diagnosing and resolving technical issues related to both software and hardware.


• Proven experience as a full-service IT support team member in a Windows Active Directory environment.


• Experience collaborating within an IT support team and contributing to daily support activities.


• Ability to resolve, contribute, and provide prescriptive solutions to IT needs supporting corporate IT operations and staff.


• Capable of troubleshooting and resolving complex issues while collaborating with other teams to identify root causes and solutions.

Essential Skills:


• Proficient in providing onsite and remote technical support, focusing on hardware, connectivity, and application issues.


• Strong problem-solving skills, with a solid understanding of desktop operating systems, networking principles, and Microsoft applications.


• Knowledge of information assurance, interacting with security personnel on system security issues, and providing sound guidance as necessary. Excellent communication skills are essential.


• Professional demeanor that encourages teamwork, fosters cooperation, and enhances workplace productivity. Must be well-organized with the ability to coordinate, prioritize, and execute multiple tasks in a high-pressure environment.

Clearance Requirements:


• Active/valid DoD TS/SCI-eligible clearance; the applicant must maintain clearance in an active/valid status.


• Clearance investigation close date must not exceed 5 years and 6 months at the time of application.


• Willingness to submit to and pass a CI polygraph is required.

Certification Requirements:


• Active/valid DoD M IAT-II certification (Security +); the applicant must maintain current certification.

Preferred Qualifications:


• Experience in a high-volume call center environment.


• Practical experience utilizing a help desk ticketing system.


• Demonstrated ability to manage multiple tasks effectively.

Work Environment:


• This position requires shift work on a rotational or permanent basis.


• Office setting involving sedentary physical effort, with potential lifting of weights.


• Compliance with COVID-19 mitigation measures as established by relevant authorities is mandatory.

Physical Requirements:


• Ability to sit or stand for extended periods.


• Position requires typing and reading from a computer screen.


• Sufficient mobility to bend, reach, and kneel to complete daily tasks efficiently.


• Walking moderate to long distances may be necessary due to parking availability and work location.

Equipment and Machines:


• Competence in operating office equipment such as personal computers, printers, copiers, telephones, and other work-related tools.


• May involve installation/removal of network equipment, cables, and related materials.

Attendance:


• This role supports an operational work center, providing extended coverage during standard work hours. Shift work may be required based on mission needs.


• Regular attendance is crucial for meeting deadlines and participating in meetings.


• Flexibility in work hours is necessary to adapt to surge situations based on critical mission requirements.

Other Essential Functions:


• Ability to work assigned shifts on either a rotational or permanent basis.


• Exceptional interpersonal communication skills and the ability to work with demanding customers.


• Strong organizational and time management skills, with the capacity to manage multiple activities and tasks simultaneously.


• Professional behavior when interacting with customers, management, and colleagues is essential.


• Clear, concise, and accurate communication skills in English, both verbal and written, are required. Appropriate grooming and dress are expected.


• Must maintain a positive work atmosphere through professional behavior and communication.


• Independent transportation to the work site is necessary.


• Travel to customer locations may be required to support projects, which may involve airline travel.


• When operating any vehicle for work purposes, adherence to safety protocols is mandatory.

Company Overview

OSAAVA Services is a Cyber Security firm specializing in targeted cyber defense activities and IT services. We are a Service-Disabled Veteran-Owned Small Business (SDVOSB).