IT Support Analyst (Hybrid, Central VA)

ESSENTIAL RESPONSIBILITIES AND DUTIES

Summary/Objective:

The IT Support Analyst works cooperatively as a part of the team to provide excellent customer service and provide customer-focused technical support to our end users.

Essential Functions:

1. Reviews incoming helpdesk tickets in a timely manner and provides timely response and updates.
2. Evaluates and prioritizes service requests and incidents and assigns them appropriately.
3. Identifies, researches and resolves end user problems related to the user's computing environment.
4. Repairs and upgrades computer hardware as required.
5. Escalates problems to others in IT as necessary.
6. Supports peripheral equipment such as printers, mice, keyboards, etc.
7. Workstation set-up, configuration and installation of hardware and software.
8. Performs basic Active Directory duties, including password resets, new accounts.
9. Supports mobile phones and tablets.
10. Other duties as assigned.

Non-Essential Functions:

1. Fill in as needed for colleagues.

JOB SPECIFICATIONS

Work Environment:

• Work time will be indoors/office.
• Noise level will be low.

Physical Demands:

• Lift a maximum weight of 50 lbs. and carry up to 50 lbs. on occasion.
• Sit approximately 5-6 hours per day and walk or stand the other 2-3 hours per day; occasionally required to stoop, kneel, crouch and climb stairs.
• Complete repetitive small motor activities using hands, fingers and reach with hand and arms

ADDITIONAL QUALIFICATIONS

Experience:

• 1-year experience in IT support.
• Experience with Microsoft Office 365.
• Knowledge of computer applications, systems and peripheral equipment.

Special Skills:

• Written communication, verbal communication, and mathematical skills.

• Excellent interpersonal skills.
• Able to exhibit a high level of confidentiality.
• Excellent organizational skills.
• Must be able to identify and resolve problems in a timely manner.
• Close attention to detail and the ability to work independently as well as part of a team.
• Must be able to handle multiple tasks and adjust priorities within deadlines.

Certifications:

• Valid drivers license and proof of auto insurance as occasional travel to other locations is required.

Industry Related Experience or Skills:

• N/A

Education Required: Bachelors Degree in computer science or information technology related field; however any combination of training, education and experience which provides similar knowledge, abilities and skills may be considered.

Preferred Education: College/Undergrad

Bilingual in Spanish Preferred: Yes