Overview
On Site
USD 30.00 - 33.00 per hour
Full Time
Skills
Technical Support
Computer Hardware
SLA
Laptop
Inventory Management
Mobile Devices
Smartphones
Tablet
Reporting
Collaboration
Leadership
Healthcare Information Technology
Network Monitoring
Telephony
Microsoft Office
VDI
Computer Networking
IT Service Management
Information Technology
Conflict Resolution
Problem Solving
Reasoning
Customer Satisfaction
Management
Service Level
Documentation
Customer Facing
Service Desk
Customer Service
Communication
Multitasking
Microsoft Outlook
Microsoft
WebEx
Cisco
Microsoft Windows
Remote Support
Citrix
ServiceNow
Active Directory
Virtual Private Network
Multi-factor Authentication
Microsoft SCCM
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
Primary Duties & Responsibilities:
Support Analyst will be logged in at all times to answer calls, and monitor self service queues and requests.
Provide complex and unique technical troubleshooting assistance to customers across all business units.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
Assess situations and recognize when escalation is needed and/or required.
Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
Delivery various reports.
Develop documentation and customer facing FAQ's.
Recommend improvements for quality and consistency.
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
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 20, 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
Primary Duties & Responsibilities:
Support Analyst will be logged in at all times to answer calls, and monitor self service queues and requests.
Provide complex and unique technical troubleshooting assistance to customers across all business units.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
Assess situations and recognize when escalation is needed and/or required.
Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
Delivery various reports.
Develop documentation and customer facing FAQ's.
Recommend improvements for quality and consistency.
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
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 20, 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.