Job Details

Position: Technical Support Analyst (Ref: 12252)
Location: Richmond, VA 23219 USA
Duration: 1 Years 0 Months 26 Days - Contract
Openings: 2
Deadline: 11/30/2022
Pay Rate:Login

Description:

**Onsite

Seeking a Technical Support Analyst.
Strategy & Planning
• Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.
• Able to support a variety of devices at our primary office and remote locations.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs.
• Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures.

Acquisition & Deployment
• Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Maintain up-to-date knowledge of AV equipment contracts and supervise contract-based installations.
• Advise on the purchase of new AV equipment; assist with its installation.
• Conduct research on, and make recommendations for, AV products in support of procurement and development efforts.
• Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt.

Required / Desired Skills

  • Assist in developing long-term strategies and capacity planning for meeting future end-user device needs. (Required 3 Years)
  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. (Required 3 Years)
  • Alert management to emerging trends in incidents. (Desired 3 Years)
  • Assist in developing long-term strategies and capacity planning for meeting future AV equipment and corporate technology needs. (Required 3 Years)
  • Collaborate with organizational policymakers to establish and enforce proper AV practices and procedures. (Required 3 Years)
  • Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase. (Required 3 Years)
  • Write technical specifications for purchase of end-user devices and related products. (Required 3 Years)
  • Deploy pre-packaged software as needed using automated deployment tools. (Required 3 Years)
  • Assist in software releases and rollouts according to change management best practices. (Required 3 Years)
  • Advise on the purchase of new AV equipment; assist with its installation. (Desired 3 Years)
  • Conduct research on, and make recommendations for, AV products in support of procurement and development efforts. (Desired 3 Years)
  • Place orders for AV equipment and consumables; inspect and verify all AV deliveries upon receipt. (Desired 3 Years)
  • Act as an escalation point for advanced or difficult help requests. (Required 3 Years)
  • Escalate incidents with accurate documentation to suitable technician or vendor, when required. (Required 3 Years)
  • Record, track, and document the service desk incident-solving process to resolution. (Required 3 Years)
  • Use remote tools and diagnostic utilities to aid in troubleshooting. (Required 3 Years)
  • Research solutions through internal and external knowledgebase as needed (Required 3 Years)
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes (Required 3 Years)
  • Install antivirus software and ensure virus definitions are up to date. (Required 3 Years)
  • Test fixes to ensure problem has been adequately resolved. (Required 3 Years)
  • Perform post-resolution follow-ups with Level I Technicians as required. (Required 3 Years)
  • Develop help sheets and FAQ lists for end users. (Required 3 Years)
  • Contribute to technician knowledgebase and training as needed. (Required 3 Years)
  • Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions (Required 3 Years)
  • Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. (Required 3 Years)
  • Record and manage equipment sent to repair depots for equipment under warranty or service contracts. (Required 3 Years)
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices, related hardware/software to deliver required SLA (Required 3 Years)
  • Manage, deploy, and secure end-user workstations and mobile devices and applications across the agency using system management tools (Required 3 Years)
  • Use system management tool for system imaging, endpoint protection, patch management, software distribution, and endpoint/mobile device management. (Required 3 Years)
  • Assess the need for and implement performance upgrades to end-user devices based on software technical specifications. (Required 3 Years)
  • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment. (Required 3 Years)
  • Where required, administer, and resolve issues with associated end-user workstation networking software products (Required 3 Years)
  • Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. (Required 3 Years)
  • Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. (Required 3 Years)
  • Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) work properly (Required 3 Years)
  • Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports. (Required 3 Years)
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations. (Required 3 Years)
  • Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. (Required 3 Years)
  • Liaise with third-party support and equipment vendors (Required 3 Years)
  • Identify and deliver required audio-visual service levels according to company policies and user requirements. (Desired 3 Years)
  • Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, (Required 3 Years)
  • Receive and respond to incoming calls and/or e-mails regarding AV software/hardware problems. (Required 3 Years)

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