Technical Support Analyst

An Established IT Firm
Chantilly, VA
Mar 20, 2017
Mar 21, 2017
Full Time
Job Description We're an established IT Company that has been in the area for over 20 years - and we're looking to grow! For the right candidate, there will be a lot of opportunity for advancement in to other roles or even to leadership positions. We have a very generous benefits package that is covered by the company; which includes Medical, Dental, Vision, Life & AD&D, 401k with company match program. We take care of our employees, so only the best need to apply! *This is an In-Office position, we are not currently accepting remote employees* Primary Duties: Deliver service and support to customer end-users using via call distribution phone, remote connection and/or over the Internet; Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Diagnose and resolve technical hardware and software issues involving network connectivity, email clients, IP, VOIP and more; Follow Standard Operating Procedures to resolve customer issues, both as first call resolutions and by working with other JSI groups when necessary. Escalate issues which cannot be resolved to management and to other JSI groups Enter issues and fixes into the ticket monitoring system Work issues and service requests as assigned Maintain contact with customers as needed Stay current with system information, changes and updates Ability to travel CONUS and OCONUS up to 30% of the time Essential Requirements: Must be able to obtain and maintain a Top Secret Security clearance Possess a positive customer-centric attitude; Proper phone etiquette; Ability to speak and write clearly and accurately; Effective listening skills; Knowledge of relevant software computer applications and equipment; Knowledge of customer service principles and practices; Possess 2-5 years' experience with at least three of the following skillsets (listed in order of preference) Active Directory Management and Implementation; Microsoft Server 2008 or Microsoft Server 2012; Linux Servers (Red Hat or CentOS); Cisco Switches and Routers VMWare ESX; SQL RDMS; Nagios; Storage Arrays; SANS Storage Arrays; Local Storage RAID Disc Arrays; Network Administration; WAN; LAN; TCP/IP; Solid Troubleshooting experience and fundamentals; Desired Qualifications: Bachelor of Science in Computer Information Systems, Computer Science or a similar discipline or equivalent work experience; Arabic; Spanish​ Current Industry Certifications: VMWare; MCSE Server Infrastructure 2008 or 2012; CISCO; Red Hat Certified Technician; Red Hat Certified Security Specialist A+; Security +; Networking +

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