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Technical Support Analyst

2 months ago

Washington, United States RAND Full time

Job Type:

Regular

Client Tech Analyst - Washington D.C. Office

The RAND Corporation is in search of a Client Tech Analyst to deliver both in-person and remote technical support and expertise for Windows and Apple devices, as well as Microsoft Office 365 applications and other enterprise-level software. A typical day involves diagnosing intricate technical challenges, providing recommendations, installing hardware and software, configuring workspaces, and training users on effective collaboration practices. Responsibilities are managed and monitored through the Jira Service Desk, with performance evaluated against established Service Levels. Additional responsibilities include supporting telephony systems, iPhones, network printers, conference rooms, and executive personnel.

Qualifications

Required Qualifications:

  • A minimum of 5 years of experience in troubleshooting technical issues within a collaborative team setting.
  • Exceptional judgment, verbal, listening, and written communication skills, enabling effective interaction with IT professionals, staff at all levels, management, and contractors.
  • Demonstrated proficiency with Windows and Apple computers, iPhones, network-connected printers, and IP telephony systems.
  • Experience in utilizing and training others on Microsoft Office 365 applications.
  • Proven ability to handle incident and request fulfillment with a strong sense of urgency.
  • Experience in inventory management and equipment oversight.
  • A passion for delivering excellent customer service in a feedback-oriented environment.

Preferred Qualifications:

  • Familiarity with Jira, Confluence, Workday, NetIQ, BigFix, Jamf, Adobe, and PowerShell.
  • Experience in project management.

Education Requirements:

A High School Diploma or GED is required.

A Bachelor's degree is preferred.

Relevant certifications are advantageous.

Experience:

A minimum of 5 years of pertinent experience, including roles with increasing levels of responsibility and training.

Security Clearance:

Must possess the ability to obtain and maintain a security clearance.

Salary Range: $73,700 - $109,400

RAND considers various factors when determining an offer, including the specific role and associated responsibilities, the candidate's work experience, education/training, skills, expertise, and internal equity. Successful candidates will be assigned a specific title based on their education and experience. The salary range encompasses base pay plus RAND's sabbatical pay, which provides additional compensation during vacation periods. Additionally, RAND offers robust benefits, including health insurance, life and disability insurance, a savings plan, paid time off, and more.

Equal Opportunity Employer: race/color/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status.