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IT Support Analyst

Position Summary:  Seeking for an IT Analyst/Support Specialist to assist the Director of Security & Technology Department with the support and implementation of secure Managed Print Services (MPS) solutions at government installations.  This person must be able to change tasks quickly and adapt to a fast-paced environment.  Looking for an individual with excellent communication skills to be part of our successful team.

Primary daily responsibilities include:

Managing escalated technical desktop support incidents and provide functional support and assistance to a local and nation-wide user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
Receive and respond to user inquiries, requests, and escalations via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
Troubleshoot and resolve problems to satisfy requests.   Do any necessary research and on the job training necessary to resolve incidents in a timely and efficient manner.
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
Support maintenance of local computer equipment, including hook-up, configuration, parts replacement, and technology refresh recommendations
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
Correctly refer unresolved problems to high level support technicians and/or groups when the situation requires it
Interact with users, team members and management in a global and multi-cultural setting
Improve knowledge of, and ability to operate, all technical support tools and technologies
Assist with administration of mobile devices


Perform desktop software and hardware installations
Oversee and maintain adequate equipment inventories and work with external vendors
Provide end user training in small group sessions as well as perform new employee orientation.
Participate and/or Lead in supporting IT requirements for events such as conferences, shows or company town halls  
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by the CTO

Minimum Qualifications

3-6 years IT support experience on a corporate Service Desk or in another technical support role
Demonstrated knowledge of PC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices
Proficiency in Microsoft products and operating systems, certifications preferred
Excellent writing, communication, and interpersonal skills
Strong Analytical, troubleshooting and problem solving skills
Familiarity with resolving remote connectivity issues
Ability to deal with multiple priorities in a fast-paced environment a must


Applicant must be able to pass background check to qualify.

Company benefits include: Two week vacation, Profit Sharing Plan, Comprehensive Health Insurance, Life/Disability Insurance, 401k retirement program, Medical Reimbursements and Training.

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