Technical Support Analyst 4

Short Description:

Technical Support Analyst 4

ON SITE REQUIRED: 5 days/week

Complete Description:

DMAS is seeking a local candidate for

an on-site technical support position. The ideal candidate will have experience

supporting Windows desktop users in an enterprise environment.

100% ON SITE Required from Day 1. Parking is NOT provided for contractors

ABOUT THE ROLE

Duties and Responsibilities:

·Onboarding and offboarding both new and separating employees

·Supports and maintains user account information changes including system access rights, security, and system groups

·Manages and monitors customer IT issues using helpdesk tools – Keystone Edge (KSE), Shared Email Inbox, and SharePoint.

·Provides support over the phone, in person, and using remote control tools

·Acts as a liaison to ensure the delivery of high-performance IT support services

·Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers

·Provides recommendations to management for the improvement of systems and processes

·Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource

·Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)

·Performs software installations manually and via automated deployment tools and command line scripting

·Creates documentation of work processes and procedures, and creates job aids for internal staff

Required Skills:

·Strong customer service skills with a “Customer First” attitude

·Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365

·Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones

·Excellent research and investigative skills

·Knowledge and experience in Active Directory, Group Policy (GPO), remote support tools, basic networking

·Experience in working with help request tracking and reporting tools

·Knowledge of IT concepts and trends and new technologies

·Ability to troubleshoot hardware and software issues, and communicate solutions to customers both verbally and inwriting

·Ability to communicate effectively verbally and in writing with individuals and groups

·Basic understanding and knowledge of software packaging and deployment

Skills:

 
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Move

Windows Desktop OS
Required
3
Years
 
 

Active Directory
Required
3
Years
 
 

Software Packaging and Deployment
Required
2
Years
 
 

Microsoft365
Required
2
Years
 
 

Troubleshoot Hardware/Software
Required
3
Years
 
 

A/V Support
Highly desired
2
Years
 
 

Mobile Device Support
Highly desired
2
Years
 
 

Global Candidate Requirements:

Global Candidate Requirements

Skill

Required / Desired

Amount

of Experience

Questions:

Question 1

Role requires that the selected candidate be ON SITE 5 days a week (Parking is NOT provided for contractors). If selected, does your candidate agree to this arrangement?

Agency Interview Type:

Web Cam Interview Only

Work Arrangement:

Onsite