Technical Support Analyst
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Job Location:
Alexandria, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title:Technical Support Analyst
Location:1775 Duke St Alexandria VA 22314 (Hybrid)
Summary:
As a Senior UCC Technical Support Analyst you will play a key role in providing the central point of contact for all IT-related inquiries support requests from end users and will be responsible for endpoint management and Help Desk troubleshooting for customers program.
Responsibilities:
- Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software hardware and network systems
- Leads architecture and support of unified communications (UCC) platforms and integrations
- Will be responsible for integrating UCC tools with Microsoft 365 and network systems
- Respond to ServiceNow tickets for workstation issues
- Coordinate audio/visual setup for events and board meetings
- Support digital signage and Teams Room devices
- Manage endpoint provisioning using Intune
- Troubleshoot and assist with VPN wired/wireless connectivity remote access tools and hardware/software issues
- Perform account provisioning and workstation imaging
- Support mobile devices and asset management
- Perform account provisioning and workstation imaging
- Track manage and provide monthly update on Help Desk utilization
- Coordinate with Tier 3 help desk for firewall and routing issues
- Mentor Tier 2 UCC staff and support VIP events
- Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses
- Attend trainings as requested
- Will always maintain a high level of customer satisfaction and professionalism
- Support Junior level staff
Requirements:
- Must be able to obtain and maintain a Public Trust security clearance
- 7 years professional experience providing Tier 2 Help Desk experience
- Bachelors degree in information technology or equivalent experience
- Must be able to be onsite in Alexandria VA from 7:00am - 5:00pm EST Monday-Friday for project execution.
- Microsoft Certified: Teams Voice Engineer Expert certification preferred
- Experienced integrating UCC tools with Microsoft 365 and network systems.
- Experience supporting Microsoft 365 applications (Teams VoIP).
- Support Teams meetings webinars and VoIP devices.
- Design and manage Teams Phone and VoIP infrastructure.
- Experience supporting Microsoft 365 applications (Outlook Word Teams VoIP Intune)
- Experience with digital signage and UCC integrations
- Experience supporting Teams meetings webinars and VoIP devices.
- Must have experience coordinate A/V setup for events and board meetings.
- Experience troubleshooting VTC and audio bridging issues.
- Experience providing support for Windows 11 basics
- ServiceNow help desk ticketing systems experience required
- Experience providing mobile device support.
- Experience troubleshooting and support with VPN wired/wireless connectivity remote access tools and hardware/software issues.
- IT asset management experience.
- ServiceNow Help Desk and Administration experience required
- Proven experience resolving tier 2 help desk tickets promptly and effectively.
- Customer service driven
- Excellent written and verbal communication skills
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Red Cedar Consultancy, LLC We provide IT Services to Federal Customers such as Dept. of Homeland Security (DHS) United States Citizenship and Immigration Services (USCIS), Transportation Security Authority (TSA) and U.S Coast Guard (USCG), U.S Small Business Administration, U.S Treasu ... View more
