Office 365 Technical Support Analyst
For this position, M Powered Strategies is working in partnership with ConQuest Federal, a wholly owned subsidiary of United Data Technologies. Our companies form one team committed to supporting IT services at the Federal Retirement Thrift Investment Board, a small federal agency that administers Thrift Savings Plans for government employees. Together, our team boasts a combination of technical expertise and change management capabilities that empower our clients to implement innovative solutions that advance their mission objectives and improve their cybersecurity posture. We are looking for candidates with this “one team” mindset who will dedicate themselves and their expertise to best serve our client.
Support of disaster recovery solutions.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
System documentation maintenance and review in UDT s Professional Service Automation (PSA) tool.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Familiar with a variety of the field's concepts, practices, and procedures.
Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements.
Execute Managed Services functions as needed on a rotational shift.
Engage with customers onsite via our Co-IT Managed Services offerings.
Be available for on call support when scheduled.
Improve customer service, perception, and satisfaction, ensuring fast turnaround of customer requests.
Develop and follow service desk procedures to ensure requests are routed to the proper resource in order to be resolved quickly and effectively.
Escalate service requests that require engineer level support.
The selectee will be expected to perform additional job duties as needed to support the customer and our company.
Bachelor s degree plus 3 years of related experience
Ability to pass a background check to obtain a Public Trust (High-Risk) position
Must be a U.S. citizen.
ConQuest Federal is committed to creating a positive culture and developing our greatest asset, our client-facing consultants. All team members must demonstrate the following: Excellent verbal and written communication skills.
Ability to create and deliver concise, clear, and compelling oral and written briefing materials within tight timelines and for multiple audiences.
Ability to develop reports, recommendations, proposals, presentations, and other critical documentation for federal leaders.
Ability to work in a fast-paced environment, managing multiple stakeholders and projects concurrently.
Comfortable with complexity and critical thinking while guiding stakeholders/workgroups to achieve their objectives.
Strong organizational and time-management skills.
Proactive, responsive, organized, process-oriented, easily adaptable with an ability to step in and support others work with little direction.
Positive attitude, self-motivated, confident, and tenacious.
Results-oriented, creative, and energetic.
Ability to work well under pressure.
Ability to work both independently and with a team to solve problems.
Strong work ethic and adaptability.
Ability to manage and deliver services to federal customers efficiently and effectively;
Outgoing, confident, patient, and strong virtual and in-person presence with good communication and relationship skills.
Experience in facilitating, including managing stakeholders, supporting effective collaboration, communicating requirements, managing logistics, and providing comprehensive documentation.
Willingness to travel as needed
Previous federal government experience
Experience with Agile methodologies
Strong ability to foster collaborative work in dynamic team environment
Strong management skills to select, develop, mentor, and motivate team members
Desired certifications: While not required to minimally qualify for this position, the ideal candidate will possess two or more of the certifications listed under skills.
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