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Technical Support Analyst

2 months ago

Washington, Washington, D.C., United States Sylver Rain Consulting Full time

Sylver Rain Consulting is a leading provider of IT solutions, renowned for delivering skilled professionals to address diverse business requirements.

Our expertise encompasses custom software development, cloud services, IT project management, compliance with 508 standards, artificial intelligence innovations, machine learning, and systems integration.

We are seeking a Technical Support Analyst (Hybrid Position) to enhance our team and support our clients effectively.

The Technical Support Analyst is pivotal in ensuring the seamless functioning of our technological infrastructure.

This role is essential for managing and maintaining our tech equipment, delivering outstanding support to end-users, and aiding in the administration of critical IT systems such as Active Directory and Office 365.

The Technical Support Analyst is responsible for upholding our technology policies and procedures, addressing audiovisual requirements for meetings and events, and ensuring prompt resolution of technical challenges.

By contributing to the efficiency and security of our IT landscape, the Technical Support Analyst plays a vital role in the company's success and operational excellence.

Key Responsibilities:

  • Research, manage, and recommend technology equipment procurement.
  • Oversee onboarding and offboarding of technology equipment.
  • Provide Level 1 support to end-users.
  • Maintain Active Directory and Microsoft InTune.
  • Assist in managing user accounts and computers in Active Directory.
  • Help manage Office 365 licenses, users, groups, and shared mailboxes.
  • Administer the Helpdesk system and ensure timely resolution of tickets.
  • Support the execution of the phishing program strategy and reporting.
  • Ensure operational AV equipment in meeting spaces.
  • Assist with computer accessories (monitors, printers, laptops).
  • Provide operational support for events and meetings.
  • Maintain and monitor technology policies, checklists, and procedures.
  • Participate in after-hours rotation for implementations, updates, and emergencies.
  • Assist with technology application issues.
  • Update and maintain the Staff Intranet and website.
  • Assist with email communication challenges.
  • Explore and enhance new technologies.
  • Maintain inventories of computers and mobile devices, track warranties, and update replacement schedules.
  • Assist with departmental paperwork and data entry.
  • Post audio/video media of meetings to the website as needed.
  • Troubleshoot PCs, battery backups, and other computer-related equipment.
  • Customize and configure internal applications.
  • Perform related duties as assigned.

Qualifications:

  • Basic knowledge of Active Directory and Office 365.
  • Familiarity with SharePoint and M365 applications.
  • Excellent customer service and organizational skills.
  • Attention to detail and timeliness.
  • Strong written and verbal communication abilities.

Education:

A degree in Information Systems or a related field, or three years of equivalent working experience is preferred.

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Health savings account
  • Paid time off
  • Referral program
  • Retirement plan
  • Performance bonus
  • Yearly pay

Experience Level: 1-2 years

Schedule: 8-hour shift, Day shift, Monday to Friday