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Technical Support Analyst

2 months ago

Fort Belvoir, United States Diverse Systems Group LLC Full time
Job Overview

Position Summary:

  • Oversee the operations of the Service Desk walk-in center, providing mentorship and training for junior personnel.
  • Generate analytical reports utilizing Microsoft Excel to evaluate SLA metrics in relation to contractual obligations, offering strategic recommendations to upper management.
  • Exhibit a proven capacity to autonomously diagnose and rectify advanced technical challenges and helpdesk inquiries.
  • Prioritize and manage daily technical assistance across various organizational needs.
  • Collaborate with other technical departments to address and resolve extensive issues.
  • Identify and troubleshoot prevalent network and hardware/software problems using both physical and logical diagnostic methodologies.
  • Conduct testing of new hardware and software solutions prior to their implementation.
  • Support areas encompass device deployment, application management, user account administration, print services, asset inventory, and troubleshooting of desktops, laptops, tablets, and mobile devices.
  • Exhibit exceptional customer service capabilities. Willingness to adapt work hours to meet support demands.
  • Engage in special initiatives and unique requests, such as annual lifecycle refreshes and organization-wide device upgrades, which require interaction with customer administration and conducting hardware evaluations. Maintain, manage, and document accountable property within the IT warehouse, collaborating closely with Logistics and Property Management to ensure proper tracking of equipment.

Supervisory Duties: Yes

Required Skills & Competencies:

  • Proficient in advanced Microsoft Excel functionalities
  • Familiarity with Windows-based hardware, operating systems, and printers
  • Ability to lift items weighing up to 50 lbs.

Education & Experience:

  • Outstanding customer service and communication skills
  • 3-5+ years of pertinent experience

Certifications:

Must possess DOD 8140/8570 compliance (e.g., Security+ CE and A+ or Microsoft Windows certifications)

Security Clearance:

Confidential clearance is mandatory.

Preferred Qualifications: N/A