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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