Technical Support Analyst

Client: DVS

Title: Technical Support Analyst

Duration: 12+ Months

Location: Warrenton, VA (100% onsite)

ABOUT THE ROLE

·        Need a skilled Desktop/Technical Support Technician to support the Department of Veterans Services' (DVS) Puller Veterans Care Center, which is a medical facility.  The site will host about 200 IT devices (desktops, laptops, phones, printers, mobile phones).

·        The candidate will assist DVS IT Management with integration, management, and support of the Information Technology program for the Puller Veterans Care Center (PVCC) in Warrenton, VA, plus support some remote Veterans Benefits sites.  The Candidate will independently provide IT administration and technical support for agency specific software and hardware systems.  This position requires the following skills:

·        Knowledge on setup, configuration, and maintenance of PC desktops, laptops, related peripheral devices (printers, scanners, etc.) and networking.

·        Knowledge with setup, configuration, and troubleshooting of Android and Apple mobile devices.

·        Working knowledge of supporting and troubleshooting LAN/WAN environments, including network protocols and concepts (TCP/IP, DNS, DHCP, etc.)

·        Expert working knowledge and experience with E-mail application installation, administration, troubleshooting and training (Google Suite, PST files, calendars, distribution lists, etc.)

·        Basic experience with IT inventory control, ticketing system and reporting.

·        Basic experience with analog and digital phone configuration and troubleshooting.

·        Resolve network and infrastructure issues.

·        Set up, configure, manage and troubleshoot routers, switches, and wireless access points.

·        Resolve issues related to desktop and laptop PC hardware, desktop software, general application troubleshooting, mobile devices, and various telephone systems.

·        Identify security vulnerabilities and report security incidents promptly.

·        Track end-user support activities through the ticketing system.

·        Monitor network and computer systems performance.

·        Own reliable transportation. The agency will reimburse them for all travel expenses directly.

REQUIRED SKILLS

·        Proficient knowledge of installing, troubleshooting, administering Windows Operating System, Microsoft O365, Microsoft Edge, Google Chrome,  all IT assets.

·        Document any changes to systems, update training and system documentation, and create new procedures to solutions and issues and problems.

·        A clean driving record and dependable transportation is required for occasional light travel to satellite offices utilizing your personal vehicle.

·        Good understanding of Network and IT security.

·        Possesses professional and courteous attitude with customers, team members, and support vendors; and has the ability to communicate clearly and effectively with each.

·        Possesses excellent customer service skills and is teamwork oriented.

·        Possesses excellent problem solving skills and has the ability to utilize available resources to assess/resolve problems in a timely manner.

·        Possesses good organization and time management skills.

·        Possesses the ability to create documentation on technical issues and solutions that are easy to understand.