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Technical Support Analyst

2 months ago

Washington, Washington, D.C., United States ALTA IT Services Full time
Job Overview

Technical Support Analyst (Intermediate)

ONSITE in Washington DC NW

Shift: 8:00am – 4:30pm

U.S. Citizenship is required due to Federal Government regulations.
Ability to pass a Federal background check is necessary for Level 4 Public Trust Clearance.

This position requires onsite presence, Monday through Friday.

POSITION SUMMARY:

The Application and Computer Services (ACS) division is seeking an experienced intermediate-level support analyst to enhance our user and desktop support team. The selected candidate will provide onsite technical assistance to a user base of approximately 600 individuals, located in Washington DC and remote locations. The role involves collaboration with the Endpoint Computing & Administrative Services (ECAS) team.

The ideal candidate will possess comprehensive technical expertise in the setup, support, configuration, and troubleshooting of Microsoft Windows 10, the Microsoft Office 365 suite (including Outlook, Word, Excel, PowerPoint, Teams, SharePoint), Microsoft Project/Visio, HP Desktops/Laptops/Tablets, iPhones, and iOS devices. A successful candidate will have practical experience with Active Directory, executing PowerShell scripts, utilizing SCCM for workstation and laptop management, and designing/supporting customized Windows 10 configurations as required. The candidate will interact with internal clients of varying technical proficiency and collaborate with other technical support teams to resolve a diverse range of technical challenges. Adherence to standard operating procedures and processes is essential, along with a proactive approach to automating processes where feasible. Experience in managing support activities using a ticketing system such as ServiceNow or Remedy is also required. The candidate may occasionally be called upon to provide support during evenings and weekends.

QUALIFICATIONS:

The candidate should possess the following qualifications and skills for the Intermediate Technical Support Analyst role:

  • Minimum of five (5) years of experience in helpdesk/desktop support within a Microsoft Windows environment.
  • Experience in a Tier 2 or Tier 3 Information Technology Help Desk support role.
  • Proficiency in Active Directory, executing PowerShell scripts, utilizing SCCM for workstation and laptop management, and designing/supporting customized Windows 10 configurations.
  • Experience in managing support efforts using a ticketing system such as ServiceNow or Remedy.
  • Strong customer service orientation and self-motivated work ethic.
  • Demonstrated analytical and problem-solving capabilities.
  • Excellent interpersonal and communication skills, with the ability to collaborate effectively with individuals at various organizational levels.

WORK ENVIRONMENT:

This role requires daily onsite presence in Washington, DC.

CITIZEN STATUS:

U.S. citizens and Green card holders are welcome to apply.