IT Support Analyst
Job Description PLEASE ONLY DC, MD & NORTHERN VA CANDIDATES APPLY POSITION OBJECTIVE Manage and facilitate the completion of clients' support requests and oversee the delivery and efficiency of internal tools and applications used for both delivering services to our clients and four our internal uses. Manage the clients' expectations throughout the process and strive to maintain high client satisfaction levels. This position will help shape other delivery areas via their feedback. PRINCIPAL DUTIES Client Support Provide remote support services to clients. Analyze and solve various IT problems for clients and internally. Install and troubleshoot clients' IT hardware and software. Perform scheduled or reactive onsite service calls to client locations in the Mid-Atlantic region. Advise and train clients on how to use their information technology. Client Proactive Services Proactively maintain and improve clients' infrastructure. Delivery of common tasks globally (Cloud Services, Anti-Virus, Anti-Spam, Backup, Applications, Patch Management, etc.). Tools and application configuration, deployment and maintenance. Develop and maintain automation routines. Provide training of all Company tools and applications internal Company Staff. Liaise with vendors and peers to resolve issues with tools and applications. Projects Proactively plan, oversee, coordinate, track and run assigned projects tasks. Oversee assigned projects in terms of resourcing, quality, and output to maximize both the time and cost outcomes for the Company. Overall Client interactions Maintain high positive client and end user satisfaction and relationships. Liaise with, manage and advise clients, other consultants, vendors and contractors and attending meetings as required. Documentation Design and maintain process and procedural documentation of Company tools, applications and processes. Conduct thorough checking and self-checking of information and documentation. Maintain project files and keeping documentation in order. Continuous Learning Keep up to date on the development of relevant IT and telecommunication systems, hardware and software applications within the industry. Adopt continuous learning and improvement processes in all aspects of the position. Maintain up to date version knowledge and certification (where applicable) of Company tools and applications. Management Reporting Provide regular ticket reviews and reporting to the management as required. Provide accurate reports and metrics to Company management on the status and performance of Company tools and applications. Escalate issues to the Professional Services or vCIO departments and to management as required. Provide continuous feedback on; recurring client issues, client dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required. Implement, participate and promote Quality Assurance (QA) objectives, processes and procedures of the Company. Implement, participate and promote Company Policies and Procedures, including Work Health and Safety (WHS) requirement. General Responsibilities Understand Support and Centralized Services objectives, as well as the role and function of all internal Company staff. Provide services which are fit for purpose, practical, cost effective, comply with relevant regulatory standards, and comply with quality control requirements. Assist in the training and development of internal Company staff. Perform general office duties as required. Other duties as assigned. QUALIFICATIONS Computer-related industry certifications. A valid driver's license and reliable vehicle for client travel. Occasional overnight travel a possibility. Experience working with clients and meeting their expectations a plus. EXPERIENCE/SKILL LEVEL REQUIRED 2 years plus previous experience in IT administration and/or technical support experience, or equivalent. Strong all-round knowledge of IT and telecommunications infrastructure, hardware and software applications. Demonstrated experience and knowledge of network and workstation operating systems, and Microsoft Windows operating system. Demonstrated experience with web and Internet technologies. APTITUDE & INTERPERSONAL SKILLS Ability to work with minimal supervision, ability to manage multiple priorities, and work in a deadline driven environment. Strong communication (written and verbal) and interpersonal skills. High level organizational, project management, coordination and prioritization skills. Skill in critical thinking; using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Strong problem-solving skills and self-learning. Show initiative when undertaking tasks. Able to work well both within a team environment and autonomously. Good task management and multi-tasking skills. High degree of confidentiality. High degree of punctuality. Ability to take, interpret and follow instructions. Client service orientation. Ability to work with staff at all levels of the Company. Committed towards undertaking duties efficiently with a strong attention to detail. Professional personal presentation. Awareness of and ability to work in accordance with Company Policies and Procedures. WORKING CONDITIONS Typical office conditions. Noise level is usually quiet. Some computer room conditions when at client sites; noise level is noisy. 80% work from home; 20% travel to client work sites. Some weekend and after-hours work for maintenance and client support emergencies. On-call requirements will be at least one week a month. PHYSICAL REQUIREMENTS The physical demands noted below are representative of those that will be required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to sit, stand, and sit throughout the day. Continuous typing and viewing of a computer screen required. Regularly required to talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office and computer equipment; and reach with hands and arms. Occasional need to lift up to 50 pounds to move computer equipment. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus. Regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex office administrative problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with internal Company Staff, clients and others encountered in the course of work.