Technical Support Analyst

Seeking Technical Support Analyst s to ensure proper computer operation so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance; actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This role also supports and maintains in-house audio-visual conference room equipment. This includes operating and maintaining various electronic products while ensuring their optimal performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required.

Responsibilities

Strategy & Planning

Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

Able to support a variety of devices at our primary office and remote locations that include Fairfax, Roanoke, and Abington.

Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

Alert management to emerging trends in incidents.

Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs.

Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures.

Acquisition & Deployment

Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.

Write technical specifications for purchase of end-user devices and related products.

Deploy pre-packaged software as needed using automated deployment tools.

Assist in software releases and rollouts according to change management best practices.

Maintain up-to-date knowledge of AV equipment contracts and supervise contract-based installations.

Advise on the purchase of new AV equipment; assist with its installation.

Conduct research on, and make recommendations for, AV products in support of procurement and development efforts.

Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt.

Operational Management

Assisting in providing Level I support when request volumes are high.

Act as an escalation point for advanced or difficult help requests.

Build rapport with service desk customers.

Escalate incidents with accurate documentation to suitable technician or vendor, when required.

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Use remote tools and diagnostic utilities to aid in troubleshooting.

Research solutions through internal and external knowledgebase as needed.

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

Install antivirus software and ensure virus definitions are up to date.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups with Level I Technicians as required.

Develop help sheets and FAQ lists for end users.

Contribute to technician knowledgebase and training as needed.

Reinforce SLAs to manage end-user expectations.

Provide suggestions for continual improvement.

Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.

Record and manage equipment sent to repair depots for equipment under warranty or service contracts.

Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices, and related hardware and software to deliver required deskside service levels.

Manage, deploy, and secure end-user workstations and mobile devices and applications across the agency using system management tools, including system imaging, endpoint protection, patch management, software distribution, and endpoint/mobile device management.

Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.

Collaborate with LAN technicians/network administrators to ensure efficient operation of the company s end-user computing environment.

Where required, administer, and resolve issues with associated end-user workstation networking software products.

Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.

Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.

Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.

Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.

Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.

Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.

If necessary, liaise with third-party support and equipment vendors.

Identify and deliver required audio-visual service levels according to company policies and user requirements.

Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment.

Receive and respond to incoming calls and/or e-mails regarding AV software/hardware problems.

Work with vendor support team to perform or coordinate onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implement corrective solutions, including offsite repair as needed.

Document instances of AV equipment failure, repair, installation, and removal.

Tag or label AV equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft.

Position Requirements

Formal Education & Certification

College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.

Certifications in CompTIA A+, CompTIA Network+, and CompTIA Security+.

Knowledge & Experience

Excellent technical knowledge of PC internal components.

Hands-on hardware troubleshooting experience.

Working technical knowledge of current protocols, operating systems, and standards.

Ability to operate tools, components, and peripheral accessories.

Able to read and understand technical manuals, procedural documentation, and OEM guides.

Knowledge of advanced computer hardware.

Experience with desktop and server operating systems.

Extensive application support experience.

Working knowledge of a range of diagnostic utilities.

Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

Strong documentation skills.

Personal Attributes

Ability to conduct research into a wide range of computing issues is required.

Effective interpersonal skills and relationship-building skills.

Strong written and oral communication skills.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly, business-friendly, and technical language.

Understanding of the organization s goals and objectives.

Proven analytical and problem-solving abilities, with keen attention to detail.

Highly self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment.

Experience working in a team-oriented, collaborative environment.

Exceptional customer-service orientation.

Driver s license in good standing.

Work Conditions

On-call availability on rotation.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.

Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Requirements

Skill
Required / Desired
Amount
of Experience
Candidate

Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

Required
5
Years

Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

Required
5
Years

Alert management to emerging trends in incidents.

Required
5
Years

Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs.

Desired
5
Years

Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures.

Desired
5
Years

Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.

Required
5
Years

Write technical specifications for purchase of end-user devices and related products.

Required
5
Years

Deploy pre-packaged software as needed using automated deployment tools.

Required
5
Years

Assist in software releases and rollouts according to change management best practices.

Required
5
Years

Advise on the purchase of new AV equipment; assist with its installation.

Desired
5
Years

Conduct research on, and make recommendations for, AV products in support of procurement and development efforts.

Desired
5
Years

Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt.

Desired
5
Years

Act as an escalation point for advanced or difficult help requests.

Required
5
Years

Escalate incidents with accurate documentation to suitable technician or vendor, when required.

Required
5
Years

Record, track, and document the service desk incident-solving process to resolution.

Required
5
Years

Use remote tools and diagnostic utilities to aid in troubleshooting.

Required
5
Years

Research solutions through internal and external knowledgebase as needed.

Required
5
Years

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes

Required
5
Years

Install antivirus software and ensure virus definitions are up to date.

Required
5
Years

Test fixes to ensure problem has been adequately resolved.

Required
5
Years

Perform post-resolution follow-ups with Level I Technicians as required.

Required
5
Years

Develop help sheets and FAQ lists for end users.

Required
5
Years

Contribute to technician knowledgebase and training as needed.

Required
5
Years

Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions

Required
5
Years

Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.

Required
5
Years

Record and manage equipment sent to repair depots for equipment under warranty or service contracts.

Required
5
Years

Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices, related hardware/software to deliver required SLA

Required
5
Years

Manage, deploy, and secure end-user workstations and mobile devices and applications across the agency using system management tools

Required
5
Years

Use system management tool for system imaging, endpoint protection, patch management, software distribution, and endpoint/mobile device management.

Required
5
Years

Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.

Required
5
Years

Collaborate with LAN technicians/network administrators to ensure efficient operation of the company s end-user computing environment.

Required
5
Years

Where required, administer, and resolve issues with associated end-user workstation networking software products

Required
5
Years

Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.

Required
5
Years

Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.

Required
5
Years

Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) work properly

Required
5
Years

Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.

Required
5
Years

Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.

Required
5
Years

Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.

Required
5
Years

Liaise with third-party support and equipment vendors

Required
5
Years

Identify and deliver required audio-visual service levels according to company policies and user requirements.

Desired
5
Years

Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors,

Required
5
Years

Receive and respond to incoming calls and/or e-mails regarding AV software/hardware problems.

Required
5
Years

Skill Required / Desired Amount of Experience Candidate Assist in developing long-term strategies and capacity planning for meeting future end-user device needs. Required 5 Years Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Required 5 Years Alert management to emerging trends in incidents. Required 5 Years Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs. Desired 5 Years Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures. Desired 5 Years Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase. Required 5 Years Write technical specifications for purchase of end-user devices and related products. Required 5 Years Deploy pre-packaged software as needed using automated deployment tools. Required 5 Years Assist in software releases and rollouts according to change management best practices. Required 5 Years Advise on the purchase of new AV equipment; assist with its installation. Desired 5 Years Conduct research on, and make recommendations for, AV products in support of procurement and development efforts. Desired 5 Years Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt. Desired 5 Years Act as an escalation point for advanced or difficult help requests. Required 5 Years Escalate incidents with accurate documentation to suitable technician or vendor, when required. Required 5 Years Record, track, and document the service desk incident-solving process to resolution. Required 5 Years Use remote tools and diagnostic utilities to aid in troubleshooting. Required 5 Years Research solutions through internal and external knowledgebase as needed. Required 5 Years Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes Required 5 Years Install antivirus software and ensure virus definitions are up to date. Required 5 Years Test fixes to ensure problem has been adequately resolved. Required 5 Years Perform post-resolution follow-ups with Level I Technicians as required. Required 5 Years Develop help sheets and FAQ lists for end users. Required 5 Years Contribute to technician knowledgebase and training as needed. Required 5 Years Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions Required 5 Years Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. Required 5 Years Record and manage equipment sent to repair depots for equipment under warranty or service contracts. Required 5 Years Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices, related hardware/software to deliver required SLA Required 5 Years Manage, deploy, and secure end-user workstations and mobile devices and applications across the agency using system management tools Required 5 Years Use system management tool for system imaging, endpoint protection, patch management, software distribution, and endpoint/mobile device management. Required 5 Years Assess the need for and implement performance upgrades to end-user devices based on software technical specifications. Required 5 Years Collaborate with LAN technicians/network administrators to ensure efficient operation of the company s end-user computing environment. Required 5 Years Where required, administer, and resolve issues with associated end-user workstation networking software products Required 5 Years Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. Required 5 Years Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. Required 5 Years Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) work properly Required 5 Years Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports. Required 5 Years Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations. Required 5 Years Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. Required 5 Years Liaise with third-party support and equipment vendors Required 5 Years Identify and deliver required audio-visual service levels according to company policies and user requirements. Desired 5 Years Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, Required 5 Years Receive and respond to incoming calls and/or e-mails regarding AV software/hardware problems. Required 5 Years