Overview
On Site
USD 30.00 - 33.00 per hour
Full Time
Skills
Computer Hardware
SLA
Laptop
Inventory Management
Mobile Devices
Smartphones
Tablet
Customer Facing
Leadership
Healthcare Information Technology
Telephony
Network Monitoring
Cisco Wireless
VDI
Computer Networking
IT Service Management
ITIL
CompTIA
Network+
Microsoft Certified Professional
Phone Support
Microsoft Operating Systems
Microsoft Windows 7
Help Desk
Technical Support
Microsoft Office
Service Desk
Multitasking
Microsoft Outlook
Microsoft
WebEx
Cisco
Microsoft Windows
Remote Support
Citrix
ServiceNow
Active Directory
Virtual Private Network
Multi-factor Authentication
Microsoft SCCM
Communication
Collaboration
Teamwork
Analytical Skill
Reporting
Documentation
Conflict Resolution
Problem Solving
Decision-making
Customer Service
Management
Information Technology
Taxes
Life Insurance
Business Transformation
Law
Job Details
Description
The Support Analyst is responsible for providing day-to-day technical support to customers for a range of hardware and software related systems. They are responsible for resolving and/or escalating complex and unique technical incidents as well as fulfilling service requests within specified SLA's. They will respond to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users' problems, queries or complaints. Their daily responsibilities also encompasses desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses. They are also responsible for outage tasks such as the coordination of widespread severe incident remediation activities. They will cross- train other team members and take on a leadership role in various projects. Familiarity with imaging devices, we would like for this person to hit the ground running and just need to be trained up on the internal applications.
A minimum of 5 years of demonstrated working knowledge of Active Directory administration (preferred)
A minimum of 5 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting (preferred)
A minimum of 5 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting (preferred)
Working knowledge of Windows 10/11, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
Skills
active directory, network monitoring, cisco wireless, cisco, windows 10, microsoft office, vpn, citrix, vdi, networking protocols, itsm, servicenow, itil, comptia a+, net+, microsoft certified professional, Help desk, Support, Customer service, Phone support, Windows 7, Desktop, Help desk support, Service desk, Technical support, Office 365, Password reset, Windows, Troubleshooting
Additional Skills & Qualifications
Must Haves:
5+ years of experience within Service Desk and/or onsite Desktop Support role
Active Directory troubleshooting experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
Ticketing experience (prefer ServiceNow)
Excellent customer service skills
Strong communication and multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)
Preferred Qualifications:
Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, WebEx, Cisco Any Connect (VPN)/ Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)
Remote troubleshooting experience or "remoting in" using SCCM, Citrix, Screenmeet
SERVICENOW experience preferred
ACTIVE DIRECTORY experience preferred
VPN/MFA experience preferred
Phone queue experience preferred
SCCM experience a plus
INTUNE experience a plus
Excellent verbal and written communication skills
Excellent teamwork skills
Excellent analytical, reporting and documentation skills
Dedication to customer service
Excellent problem solving skills including triage and rapid decision making
Ability to logically adapt in any customer service scenario
Ability to manage to resolution a severe and pervasive outage
Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
Experience Level
Expert Level
Pay and Benefits
The pay range for this position is $30.00 - $33.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Manassas,VA.
Application Deadline
This position is anticipated to close on May 16, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
The Support Analyst is responsible for providing day-to-day technical support to customers for a range of hardware and software related systems. They are responsible for resolving and/or escalating complex and unique technical incidents as well as fulfilling service requests within specified SLA's. They will respond to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users' problems, queries or complaints. Their daily responsibilities also encompasses desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses. They are also responsible for outage tasks such as the coordination of widespread severe incident remediation activities. They will cross- train other team members and take on a leadership role in various projects. Familiarity with imaging devices, we would like for this person to hit the ground running and just need to be trained up on the internal applications.
A minimum of 5 years of demonstrated working knowledge of Active Directory administration (preferred)
A minimum of 5 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting (preferred)
A minimum of 5 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting (preferred)
Working knowledge of Windows 10/11, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
Skills
active directory, network monitoring, cisco wireless, cisco, windows 10, microsoft office, vpn, citrix, vdi, networking protocols, itsm, servicenow, itil, comptia a+, net+, microsoft certified professional, Help desk, Support, Customer service, Phone support, Windows 7, Desktop, Help desk support, Service desk, Technical support, Office 365, Password reset, Windows, Troubleshooting
Additional Skills & Qualifications
Must Haves:
5+ years of experience within Service Desk and/or onsite Desktop Support role
Active Directory troubleshooting experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
Ticketing experience (prefer ServiceNow)
Excellent customer service skills
Strong communication and multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)
Preferred Qualifications:
Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, WebEx, Cisco Any Connect (VPN)/ Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)
Remote troubleshooting experience or "remoting in" using SCCM, Citrix, Screenmeet
SERVICENOW experience preferred
ACTIVE DIRECTORY experience preferred
VPN/MFA experience preferred
Phone queue experience preferred
SCCM experience a plus
INTUNE experience a plus
Excellent verbal and written communication skills
Excellent teamwork skills
Excellent analytical, reporting and documentation skills
Dedication to customer service
Excellent problem solving skills including triage and rapid decision making
Ability to logically adapt in any customer service scenario
Ability to manage to resolution a severe and pervasive outage
Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
Experience Level
Expert Level
Pay and Benefits
The pay range for this position is $30.00 - $33.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Manassas,VA.
Application Deadline
This position is anticipated to close on May 16, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.