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PSR Associates, Inc. is an IT consulting firm specializing in Staffing and Recruiting Services. People. Solutions. Results. Founded in 2003, PSR Associates, Inc. is headquartered in Atlanta, GA, with additional offices in Tampa, FL; Washington, D.C.; Charlotte, NC; Austin, TX; and Irvine, CA. Trusted, connected, experienced and fast, PSR Associates delivers the right talent to help leading companies perform at their best.
Job Description
The focus of this position will be desktop vulnerability management. Over time this may transition into Service Desk responsibilities outlined below. This position involves frequent customer contact and interaction thus requiring excellent people skills along with the technical requirements. Reporting to the Service Desk Manager, the Technical Support Analyst I position primarily provides first-level support to users although not limited from working at other levels of the support model as needed. Tasks may involve installing, configuring, troubleshooting and maintaining user s hardware and software.
General Function
The Technical Support Analyst I works with Level II Analysts in completing all assigned duties within their support area in a timely and complete fashion. The Analyst Level I also keeps the Service Desk team and other IT units as appropriate of potential problems or issues affecting the client's computing community. The Level 1 Technical Support Analyst provides user support via phone and in person, trouble-shooting and supporting Desktops, Laptops, mobile devices and printers.
Duties and Responsibilities
1. Primary role to start with will be focused on desktop vulnerability management.
2. Responds to inquiries and requests from users for assistance with client's workstations, mobile devices, printers and processes.
3. Monitors new tickets in a timely manner, accurately logging user requests and incidents, tracking to resolution within SLA and escalating to Level II Analysts or other IT units as necessary.
4. Identifies problems, troubleshoots and provides solutions to assist users.
5. Alerts Lead, other Analysts, Service Desk Supervisor and other IT units as necessary of Priority 1 or urgent level incidents and/or requests.
6. Coordinates with other units within ITS to resolve problems as necessary.
7. Provisions workstations for new hires and refreshes according to schedule
8. Retrieves, re-allocates and disposes of workstation and mobile device equipment according to the client's policy.
9. May assist in training users and delivering new hire orientations.
10. Acts as a customer service advocate in resolving service requests and arbitrates between systems and users when conflicts arise.
11. Provides recommendations on optimizing standard processes as related to customer service.
12. Maintains a broad knowledge of technology, equipment and/or systems within field of work.
13. Completes all assigned individual, team and department projects in a timely and complete fashion.
14. Provides phone coverage as required.
15. May provide end-user training.
16. Maintains a broad knowledge of technology, equipment and/or systems within field of work.
17. Performs other duties as assigned.
Minimum Requirements
Associate s degree in Information Technology or related field, a combination of completed college-level coursework and experience may substitute for the degree; industry specific certification. 1 to 2 years of related experience.
Knowledge, Skills, Abilities
Depending upon the operational needs of the department, basic to intermediate-level of knowledge and skills in the following areas:
" Experience with Qualys or other vulnerability management software.
" Windows Workstation and Server
" Local Area Network (LAN) and remote access troubleshooting
" Network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers and network architecture
" Voice communication equipment
" Microsoft Office Suite software, third party systems accessed software via desktop client or web-based client
" Internet technology
Ability to operate, install, maintain, configuring and troubleshoot highly technical. Understanding of project management concepts Ability to maintain effective working relationships with those contacted in the course of work Ability to efficiently manage time and organize work Ability to communicate clearly, verbal and written Ability to maintain a customer focus in providing technology services
