Technical Support Analyst

2 weeks ago


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

Position Summary:


• Delivering analytical methodologies and protocols 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.


• Facilitating helpdesk support, managing user inquiries, assessing the required level of support, and appropriately escalating those inquiries to Tier 2 or Tier 3 support.


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


• Providing problem-solving and resolution for software, hardware, and communication challenges related to supported computer workstation systems and applications.


• Conducting security patching (analyzing, documenting, and addressing any issues) and performing system audit collection while engaging in continuous system monitoring and analysis to ensure optimal operation of systems, networks, and users.


• Executing hardware/software installation and testing procedures.


• Being available to undertake additional responsibilities as assigned.

Required Qualifications:


• Minimum of 1 year of help desk experience in diagnosing and resolving technical issues with 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 requirements supporting corporate IT operations and staff.

Essential Skills:


• Capability to provide both onsite and remote technical support, focusing on hardware, connectivity, and application challenges.


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


• Knowledge of information assurance and the ability to interact with security personnel regarding system security issues, providing sound information assurance guidance as needed. Strong communication skills are essential.


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

Clearance Requirements:


• Active/Valid DoD TS/SCI-eligible clearance; the applicant must maintain the 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 successfully pass a CI polygraph.

Certification Requirements:


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

Company Overview

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



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