VECTOR JOB OPENING NOTE: 7 HOUR WORK DAY AND 30 MIN LUNCH AND EXCELLENT BENEFITS, PTO, HOLIDAY PAY, SICK PAY, 401K ETC. Job ID: 22-00256 Title: Technical Support Analyst Level 2 Environment is: Office 365 environment and some VMware knowledge and the client has AV/VTC in conference rooms.Contact: Start Date: September 2022 Priority: Immediate Opening Position Type: Direct Placement Location: Washington, DC, United States – Onsite Metro Access: Yes, Red and Blue Line- Client pays up to $280.00 per month on Metro Expenses Parking: 50% paid by employer Vaccination Policy: All Covid Shots are required for this job. Pay: Salaried W2 Up to 67000.00 – 72,000.00 based on skills, experience, education, certifications Benefits: Medical, Dental, Vision, PTO, Holiday Pay, Sick Leave, 401k, Life and AD&D, HSA, Health and Wellness, Tuition Reimbursement up to $5250.00 Annually and more…. Education: Bachelor's Degree Is Preferred for this job. NOTE: Training will be provided on the application for this job. SUMMARY: In this position you will support the organization by providing 2nd level help desk support to employees for common, Information Technology-related issues and requests. This includes receiving, prioritizing, documenting and actively resolving end user support requests. Working with the CIO and the Information Technology team, the incumbent will develop and utilize tools to document and diagnose issues, identify trends, and provide hands-on help to users in both one-on-one and group settings. The incumbent will maintain documentation, including processes, procedures and training materials that aid in the proactive prevention of common requests or problems. PRIMARY RESPONSIBILITIES:
Receives and responds to common user questions and requests related to the availability and usage of desktop hardware, laptops, software, printers, A/V equipment and mobile devices
Works one-on-one with employees across the organization to understand and resolve reported issues or requests
Maintains accurate inventory of all company related technology assets
Documents both the incoming request and the resolution for all reported issues, in detail
Identifies patterns and trends in requests received, and proactively develops and implements solutions to prevent re-occurrence in the future
Develops and maintains a knowledgebase for resolving or troubleshooting the most common IT requests or issues
Assumes direct ownership of the service ticketing application to develop and maintain detailed help desk practices and procedures
Develops, schedules, and delivers group training based on commonly for the most common IT requests or issues
Develops and drives an “on-boarding” process for new employees as it relates to technology set up and training
Develops and drives an “off-boarding” process for exiting employees as it relates to technology access
Works with second tier IT support for issues requiring support from those technical specialists.
Develops and administers a biannual IT customer feedback survey to track objectives for timely and quality customer service
Ensure users are adhering to network security policy
SPECIFICATIONS:
Bachelor’s Degree, undergraduate or Associate degree, in a technology-related field.
3 to 5 years of experience working in a helpdesk operations role and supporting end users.
Exceptional communication (written and oral) and documentation skills.
Exceptional people skills, with a focus on rapport-building, listening, and questioning skills.
Ability to work independently as well as part of a team.
Knowledge of basic computer hardware.
Advanced skills in MS Office Suite.
Intermediate knowledge of Office 365.
Intermediate knowledge of a virtual desktop environment.
Intermediate knowledge Active Directory.
Working knowledge VMware and Hyper-V and Visualization.
Occasional afterhours support.
Ability to work in a dynamic and fast-paced environment.
Demonstrated ability to plan, prioritize, organize, coordinate, and direct multiple activities with varied deadlines.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities; and
