Client Analyst (Tier 2) (Centreville, VA)

Client Analyst (Tier 2) (Centreville, VA)

23 Nov 2024
District of Columbia, Washington 00000 Washington USA

Client Analyst (Tier 2) (Centreville, VA)

Vacancy expired!

Company Profile: A growing IT Managed Service Provider in Centreville, Virginia is seeking a Tier 2 Client Analyst to support existing and new clients. Our clients range from professional service firms to non-profit organizations. Our services range from basic IT support to advanced network engineering and strategic planning.

Position Profile: Our firm is seeking an IT professional with 3-4 years of experience as a helpdesk technician supporting multiple clients remotely. This position requires daily interaction with clients so excellent communication skills and previous experience in a similar environment are required You will be looked to for technology guidance from our clients, so a cool demeanor and wide range of knowledge in all aspects of technology is critical.

Essential Duties and Responsibilities:

IT support relating to technical issues involving Microsoft's core business applications and cloud offerings, as well as virtual environments

Troubleshooting workstation, networking and server issues remotely

Manage and support disaster recovery and business continuity solutions

Technical support of networking equipment: WAN and LAN connectivity, routers, firewalls, and security

Remote access solution implementation and support: VPN, Terminal Services, and Citrix

Maintain and create documentation for hardware, applications and SOPs

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction

Ability to work in a team environment and communicate effectively

Escalate service or project issues that cannot be completed within agreed service levels

Develop in-depth knowledge of the service catalog and how it relates to customer's needs

Document internal processes and procedures related to duties and responsibilities

Responsible for entering time and expenses

Work through project tickets and phases as assigned

Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Preferred:

Professional IT Certifications, such as: Microsoft MCP or CompTIA A+

Associates or Bachelor's Degree in a related technical field

Experience with Microsofts full stack of Desktop and Server applications as well as Office 365 and Azure

Experience supporting Mac devices

Working with applications in the A.E.C field like: AutoCAD and Revit

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

Diagnosis skills of technical issues

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization's key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast-moving environment

US Citizen and willing to take a drug test and undergo a background check

Employment Type: Full time with benefits package including Health, Dental, Vision, 401k, ADD, STD, LTD, Life Insurance, Paid Annual Training and Cell Phone Reimbursement

Job Type: Full-time

Job Details

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