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Client Analyst – Helpdesk (Centreville, VA)

compensation: Negotiable
employment type: full-time

Company Profile: A growing IT Managed Service Provider in Centreville, Virginia is seeking a Tier 1 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 SOP’s
• 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 Microsoft’s 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

  • Principals only. Recruiters, please don't contact this job poster.
  • do NOT contact us with unsolicited services or offers

post id: 7062054651



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