The main responsibility of the Jr. Analyst is to provide desktop and application support as well as basic troubleshooting. The majority of work will be performed remotely at the headquarters located in downtown Washington, DC or to the satellite office in Herndon, VA. The position does require regular travel to our clients in the metro area.
Act as the first line of support for all IT Issues via phone/email/portal
Configure and deploy workstations per client standards
Create and take ownership of tickets using our Ticketing System
Troubleshoot and resolve desktop and application incidents through the using our Remote Management and Monitoring System
Escalate tickets to Tier 2 and Tier 3 members while maintaining ownership of the tickets
Provide regular and frequent communication with the client to keep them informed on ticket status and anticipated resolution time frame
Document and close tickets
Create documentation guides
Perform regular visits to client sites in the DC Metro area to provide desktop and application support
Desired Skills and Experience
Troubleshooting Microsoft Suite 365
Managing and troubleshooting Active Directory on Prem and Azure AD
Troubleshooting Mac OS / Applications
Working within multiple domain environments
Exceptional face to face and phone customer focused presence.
Basic networking understanding
Experience drafting self help documentation
Job Type: Full-time
Salary: $40,000.00 to $45,000.00 /year
relevant: 2 years (Required)
Tue, 12 Nov 2019 15:32:29 GMT
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