Support Center Analyst
11955 Democracy Drive, Reston, Virginia, United States of America, 20190 Reston, VA 20190 US
Pay Rate: 35-$40 (if Corp please include the CANDIDATES direct Pay rate, NOT 3P pay rate)
Location: Must be local and commutable to 11955 Democracy Drive, Reston, Virginia 20190 - this is an ONSITE role (provisioning equipment, etc; therefore must be willing to or have taken the vaccine in order to be onsite.)
Contract Duration: 6+ months to start then notes long term
- Customer service attitude - The candidate must be a great communicator with superior customer service demeanor and the ability to provide tier-2 level of troubleshooting (in a similar environment to CB) with a solid understanding of both Windows and Mac equipment/systems. ServiceNow or similar ticketing system, intune/jamf/airwatch (ideal, not required), bomgar or similar remote tool.
- Mac and Windows Operating Systems
- Mobile Applications
- Service Now
- Tier 2 Desktop Support
- COTS products, including Acrobat and Symantec
- Help Desk Institute and A+ certification
- ITIL framework and HDI best practices
- MAC certified
- network connectivity and Active Directory
Team: Support Center that provides user support to all staff
A Support Center Analyst provides quality support to users, employing a high degree of customer service, technical expertise, and timeliness to ensure a high degree of customer satisfaction. Analyst will be an escalation point (tier-2) for issues that cannot be resolved with a minimal amount of triage or using known documented solutions and tools provided to the first level of support. The incumbent will use various techniques for defining and resolving problems; escalates tickets as necessary to support teams and Queue Manager. Must exhibit a high degree of patience, problem management techniques, follow through on resolutions with users, consult and update the knowledgebase to optimize future problem resolution. Recommend corrective procedures, software and hardware to improve the technical environment, and document known and discovered solutions in order to prevent the recurrence of issues. This position requires the analyst to be highly effective with interpersonal communication (written and oral), relationship building and problem solving. Analyst is also required to make regular contributions to the internal knowledge base, assist in cross-training peers and aide analysts in resolving issues when first presented without escalation, where possible. During daily standup meetings the analyst will provide meaningful contribution to discussion surrounding policy and procedural decision-making, assisting teams across sites.
What you’ll do
Provides accurate, consistent, creative and timely solutions to user problems of moderate technical difficulty to ensure continued user productivity both in local and remote environments. These solutions should be based upon internal standards and procedural guidelines.
Adheres to established standards in resolving problems and provide recommendations consistently on process improvements.
Tracks calls and enters solution data in knowledgebase
Review documented requests for improvements as needed in a timely manner with a Queue Engineer and/or Queue Manager as guided by internal procedures. Consistently reviews and evaluates knowledge base articles and documents for latest updates.
Collaborates with fellow colleagues as necessary to resolve support requests, cross train team members and manage KTLO (Keep The Lights On) queue
Escalates problems to appropriate individual based on established guidelines and procedures
Advanced level support of all the client supported software and hardware, including desktops, laptops, MAC OS, PCs, Productivity Office Suites, and Business Information Systems. Standardize and maintain operating procedure and technical specifications documentation for MACs, PCs, desktop hardware and related hardware
Configures and coordinates new hire and lifecycle computer/software upgrades while also reviewing the process consistently to provide input on future updates to the process.
Provides support for conferences, presentation, meetings and events including setup and initializing of audio/visual equipment
Have a thorough understanding of current product offerings and support policies to provide technically accurate solutions to customers.
Provides input to processes, procedures and service descriptions to achieve a high level of customer satisfaction.
Assists in special program-related issues as needed, with the flexibility to change focus as necessary
5 + years of experience in computer systems or IT support, with technical proficiency in both Windows and MAC workstation operating systems, tools and productivity office suites.
Advanced level experience in MAC /PC hybrid environments including mobile devices.
Proficient in supporting Microsoft Office applications including: Outlook, Word, Excel, and PowerPoint. Prior experience in Visio, SharePoint, and Project is a plus.
Strong troubleshooting skills with various COTS products, including Acrobat and Symantec.
Excellent understanding of network connectivity and Active Directory.
Bachelor’s degree or equivalent applicable industry experience in computer science or a related subject required, plus additional related technical courses or professional training.
Authorized MAC certified technician is preferred.
Help Desk Institute and A+ certification encouraged.
Familiarity with ITIL framework and HDI best practices.
More About you
Demonstrate a professional customer-focused attitude, including being personable, respectful, and deferential to clients within the framework of the organizational requirements.
Ability to maintain a high level of client trust and confidence while assisting users to understand technology policies and implications of various decisions.
Excellent telephone, organization, oral and written communication as well as demonstrated problem solving skills.
Requires use of a wireless handheld device for contact throughout the workday and on after hours shift as required through rotation.
Basic to intermediate knowledge of telecommunication and network protocols and hardware.