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Technical Support Analyst- Contract
2 months ago
We are currently looking for Technical Analyst for our client for a contract role.
Duration: 6 months
Summary:
Provides end user support across the organization’s desktop, network, telephony, and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.
Essential Functions and Responsibilities:
- Build and support Windows workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance using SCCM and other tools.
- Install, configure, and support all desktop applications.
- Diagnose, repair, and replace hardware.
- Manage and resolve tickets within prescribed SLAs using Remedy (SolvNow).
- Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment.
- Manage testing and failover of the business continuity plan.
- Perform basic troubleshooting of phone issues and assist the telephony team as needed.
- Setup and maintain training rooms.
- Maintain hardware and software inventory.
- Coach end users on basic software, hardware, and peripheral device operation.
- Arrange and/or prepare equipment for pick-up/shipping.
Qualifications and Experience Required
- 2-5 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
- CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications required. Bachelor’s degree/diploma in Computer Science preferred.
- Proficient in current protocols, operating systems and standards including Windows 7, 10 & 11.
- Proven expertise troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones and WIFI devices.
- Demonstrable experience in ticket resolution using Remedy (SolvNow) and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards.
- Experience managing Active Directory at the Organization Unit level.
- Flexibility to work overtime as needed.
- Ability to lift up to 50 lbs.
