Technical Support Analyst
Technical Support Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview:
We are seeking a highly organized and proactive Technical Support Analyst to support the coordination of information technology (IT) equipment and services between the Food and Drug Administration (FDA) Human Foods Program (HFP) Offices and the Office of Digital Transformation (ODT). This role is critical in ensuring seamless IT operations timely support and effective communication between stakeholders.
Key Responsibilities:
- Serve as the first point of contact for HFP employees for all IT-related requests and interactions with ODT.
- Coordinate and track IT service requests including:
- IT hardware and computer requests
- Mobile devices and accessories
- VoIP desk phones MiFi (mobile hotspots) and loaner phones for travel
- IronKey and DataLocker requests
- Escalate and triage service ticket issues
- Perform initial reviews and framing of complex IT service issues.
- Review and validate non-standard hardware/software requests.
- Approve computer repairs and assist with lost or stolen IT equipment procedures.
- Validate IT equipment orders through the Order Catalog.
- Act as a Subject Matter Expert (SME) on FDA Center and ODT IT processes and procedures.
- Coordinate the Centers participation in the Agency PC Refresh process.
- Respond to ODT data calls and support the Centers Accountable Property Officer (APO) and Property Custodial Officers (PCOs).
- Assist in locating missing IT equipment using logs and SCCM reports.
- Participate in pilot testing of new hardware and provide feedback.
- Support additional IT coordination activities as needed.
Qualifications:
- Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
- 3 years of experience in IT support coordination or liaison roles.
- Strong understanding of IT service management and hardware/software lifecycle.
- Excellent communication organizational and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced environment.
Preferred Skills:
- Experience working in a federal or government IT environment.
- Knowledge of FDA or similar agency IT policies and procedures.
- Proficiency in Microsoft Office Suite and IT asset management tools.
- Familiarity with ERIC ticketing system SCCM and federal IT procurement processes
Employment Type
Full Time
