Technical Support and Telecommunications Analyst

NTCA – The Rural Broadband Association is looking for a Technical and Telecommunications Analyst to join our Information Technology group. This position will report to the Technical and Telecommunications Manager and will work closely to perform a variety of system operations including, user set-up, computer hardware and software troubleshooting, maintaining the association’s voice mail and telephone systems, logging and tracking user requests, A/V equipment setups, and troubleshooting and supporting mobile devices. 

 

 

 

What Will You Do?

 

Maintain organization’s centralized ticketing system (KACE).  Provide a single point of contact for users to initiate a service request.  Log request, access needs, resolve requests or escalate to appropriate resource and provide follow up.    

 

Provide timely, accurate, efficient and professional customer service while providing technical assistance to user community in support of the association’s entire network.  Troubleshoot, resolve, and/or escalate issues.  Perform hands-on and remote support at the desktop level, including installing and upgrading software, deploying hardware, and configuring systems and applications.  

 

Record, track, and document all tickets including successful and unsuccessful decisions made, and actions taken to final resolution.  Communicate issues to key stakeholders, including management, network, development and end users.  

 

Identify and keep abreast of applicable software and hardware used and supported by the organization.  Assist users in training of basic network, software applications and telephony issues.  Develop how-to and frequently asked questions lists for end users.  

 

Responsible for enrolling new users on a variety of systems including voice mail, telephone system, various applications and areas on the network.   Provide staff orientation for new employees including reviewing desktop operations, IT security, and telephone and voice mail set up.   

 

Maintain accurate, up-to-date inventory lists of computer equipment and software licenses.     

 

Collaborate with other IT Teams on new and upgraded IT solutions.  Deploy new and existing equipment, hardware and software upgrades.  

 

Responsible for MFPS’s and all associated scanning and faxing including e-fax.  

 

Provide training as needed to user community that covers a variety of topic such as scanning, e-fax, MFP features and use of mobile devices.  Escalates issues or problems to manager in a timely manner.  Responsible for providing effective, positive communications between staff and the user community. 

 

Maintain Avaya PBX, AURA Communications Manager and NFOCUS.    

 

Perform other special projects or duties, as required.

 

 

 

The ideal candidate will have the following position requirements:

 

Understanding and advanced working knowledge of personal computers, Microsoft Office Suite, Remote Desktop Services, KACE ticketing System and Active Directory.  

 

Excellent interpersonal, oral and written communication skills; ability to work under pressure with a variety of user and vendor groups while being remotely managed.  

 

Practical knowledge, skills & abilities usually acquired through an undergraduate degree in computer science or a minimum of 2-4 years of related work experience.  

 

Avaya Telephony and voice mail system experience desirable.

 

 

 

Why work for us?

 

NTCA offers competitive salary and excellent benefits including, health and wellness plans, Metro/parking subsidy, flexible work schedules, multiple retirement programs, and many more. We are located in a modern office within walking distance of the Ballston Metro Station.

 

If you are interested in joining our team, apply here:  https://usr57.dayforcehcm.com/CandidatePortal/en-US/ntca/Posting/View/22