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IT Support Technician
2 months ago
Contract Duration: 18 Months
SHIFT HOURS ARE MANDATORY
ü Thursday 12am-6am (Wednesday night)
ü Thursday 6pm-6am
ü Friday 6pm-6am
ü Saturday 6pm-6am
Overview:
This position is a full-time role based in Bristol, CT, designed for individuals at the entry level with minimal technical experience. Ideal candidates are recent graduates or those with up to one year of relevant experience.
Role Summary:
· In a dynamic and fast-paced environment, the Support Center is essential for incident management, Level 1 support, and service availability monitoring. The center operates 24/7 to ensure that client Technology services remain operational.
· The Technical Support Analyst 1 Contractor (TA1C) serves as the initial contact for incidents reported by internal stakeholders. Candidates should possess a foundational understanding of IT, software, or media technology to effectively gather and analyze incident information.
· Upon receiving an incident report, the TA1C will assess the scope and impact of the issue. They will provide Tier 1 troubleshooting support to end-users and escalate to Level 2 support when necessary.
· The TA1C is responsible for documenting incidents thoroughly, aiding Incident Managers in maintaining an organized approach to issue resolution and ensuring service continuity.
Key Responsibilities:
Incident Management:
Focus on primary responsibilities, typically 20% or more of role % of Time Incident Management
• Act as the primary contact for incident reporting.
• Capture incident details through various communication channels.
• Analyze incidents to determine their scope and impact, triaging as necessary.
• Collaborate with technical teams to enhance service delivery.
60%
Documentation and Tracking
· Utilize platforms such as ServiceNow, Jira, and Confluence to track and report incidents.
· Engage in incident management processes, ensuring thorough documentation throughout the incident lifecycle.
· Contribute to the knowledge base by documenting solutions and best practices. 20%
Monitoring Responsibilities:
· Monitor service health platforms and communication tools.
· Identify and address potential issues proactively.
20%.
Qualifications:
· Bachelor’s degree or equivalent military/civilian experience (0 – 2 Years).
· Basic technical knowledge in digital media or IT support.
· Familiarity with media streaming technologies and protocols.
· Strong problem-solving abilities and capacity to work under pressure.
· Excellent communication skills for effective interaction with stakeholders.
· Understanding of incident management best practices.
· Basic to intermediate IT certifications or ITIL Certification.
Skills Required:
• Bachelor’s degree
• Ability to manage priorities in a fast-paced environment
• High-quality results in a multitasking setting
• Strong communication and interpersonal skills
• Basic knowledge of incident management processes
• Familiarity with media streaming technologies.
Education:
BA or equivalent military/civilian experience.
