Technical Support Analyst
2 weeks ago
Position Overview:
The Technical Support Analyst will be responsible for ensuring the operational availability of collaboration services within a government intranet, catering to a diverse user base.
Key Responsibilities:
1. Collaborate with a dedicated team to monitor service availability and provide help desk assistance for internet-like collaboration platforms.
2. Conduct health checks and status monitoring, taking necessary actions during service disruptions.
3. Utilize Standard Operating Procedures (SOPs) to execute fundamental troubleshooting steps, including service and server restarts to rectify issues.
4. Document and relay outage information to colleagues and clients effectively.
5. Address tier 1 and tier 2 customer service inquiries received through various channels such as phone, email, chat, and ticketing systems.
6. Maintain comprehensive records of all interactions in a ticketing system, escalating issues as required.
7. Provide basic guidance on service usage to both internal and external clients.
8. Troubleshoot user accounts and assist with login issues related to the collaboration environment.
9. Mentor and train junior team members to enhance their skills.
About Avid Technology Professionals:
Avid Technology Professionals, LLC (ATP) is a leading provider of software and systems engineering, as well as acquisition program management services. ATP is committed to exploring contract opportunities across various sectors, including federal and state governments, as well as commercial enterprises.
Employee Benefits:
The ATP Employee Benefits package includes:
- A supportive and equitable work environment that is both stimulating and challenging.
- Competitive hourly compensation.
- A unique Employee Success Sharing Program that allows employees to participate in the company's achievements.
- Automatic approved overtime, subject to contract stipulations.
- Comprehensive retirement plan (401K) with 100% company contribution, immediately vested with a profit-sharing component.
- Medical coverage options including HMO, Open Access, and PPO plans.
- A flexible and comprehensive dental plan.
- Progressive overtime policy.
- Flexible Spending Account benefits.
- Attractive referral bonus program.
- Holiday scheduling aligned with government holidays.
- Robust professional development and training initiatives.
- Computer and internet allowances.
- Short and long-term disability coverage.
- Life insurance benefits.
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