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Technical Support Analyst in Nashville, TN at KEPRO

Date Posted: 12/18/2018

Job Snapshot

Job Description

Technical Support Analyst

Summary Description:

Provides second level service desk support for the organization.  Performs desktop troubleshooting and replacement of computer software and hardware.  Installs new workstations with operating systems and applications.  Creates user accounts for all systems.  Installs and replaces telephones and troubleshoots minor telephony issues.  Performs daily processing for business systems.  Provides support during infrastructure project implementations.

Accountabilities:

  • Serves as second level support for service desk incidents. Provides 1st level support as needed.
  • Serves as backup for Infrastructure support
  • Updates system logs and compliance logs
  • Works with inventory, receiving and updating in appropriate systems
  • Performs troubleshooting and repair of Laptops, Desktops, printers and computer related business hardware.
  • Responsible for configuring new hardware and software on corporate and federal workstations.
  • Resolves or escalates service desk tickets in line with company service level agreements.
  • Creates, approves and maintains new user ID’s for all systems in Active Directory including Corporate and Government contracts
  • Ensure Security protocols dictated by FISMA/NIST/HIPAA are adhered to in KEPRO technology, systems and physical environment
  • Maintains a high customer service focus
  • Provides after hours on-call services as part of the service desk rotation schedule.
  • Primary onsite service desk support in an environment that may require a later shift in order to cover business hours (7 AM – 7PM).

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.

Qualifications

  • College Degree or equitable Experience. MCP, A+ , ITIL certification preferred.

Skills Knowledge Abilities (SKA’s)           

  • Working knowledge of computer hardware, software and networking systems.
  • Ability to interact with internal/external customers in a consulting/training capacity.
  • Proficiency with Microsoft Office Suite of applications
  • Experience with Windows OS (7, 8, and 10)
  • Experience with Active directory
  • Proficient with O365 Administration and Troubleshooting
  • Proficient with Citrix Administration and Troubleshooting
  • Experience with software installation, smart phones and tablets.
  • ITIL Foundation practices Service Now/Cherwell ticketing
  • Provide and resolve computer issues in remote locations.
  • Ability to lead an assigned project utilizing team resources

Experience

  • Minimum 2-3 years hands on experience working in a service desk environment
  • 2-3 years of Experience with PC hardware, software, troubleshooting and software install,
  • 2–3 years of experience with VoIP and Analog telecommunication systems a plus.
  • Cisco switching and routing a plus
  • Experience with Xmedius and FoIP faxing solutions

Mental and Physical Requirements        

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made as required by law in attempt to enable an individual with a disability to perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 40 pounds; and occasional travel within the state.

Equal Opportunity Employer