Support Analyst

Yoh has a contract opportunity for a SUPPORT ANALYSTS to join our client in Arlington, VA.

POSSESSION OF A SECRET SECURITY CLEARANCE AND AN SSBI CLEARANCE IS REQUIRED (INTERIM SECRET IS ACCEPTABLE) AS A CONDITION PRIOR TO EMPLOYMENT

JOB OVERVIEW:

- Analysts will report to an on-site shift lead.
- Candidates may be required to work holidays
- Weekends and nonstandard schedules:
- Candidates may receive a schedule that requires weekends or evenings.
- SSBI must be initiated to start contractor.

JOB RESPONSIBILITIES:

- Analysts will be handling region specific calls for the MITSC Service Desk.
- Provide remote support of systems one or more user systems (desktops, laptops, printers, peripherals, and handhelds).
- Provide basic support of systems including, break-fix, installation, move, add, change (MAC), and preventative maintenance activities
- Identify known issues and apply appropriate resolutions or escalate to a higher tier group for resolution.
- Follow government procedural guidelines, and respond to and resolve inquiries and concerns.
- Assist technical leads to research problems.
- Escalate unresolved problems to expedite resolution.
- Activate and unlock user accounts.
- Handle incoming customer calls
- Gather information about the customer's problem
- Create a ticket for all customer inquiries
- Perform troubleshooting and problem resolution
- Communicate resolution to customer
- Perform problem resolution follow-up
- Provide first-level and second level user administration support
- Active Directory user administration tools,
- network drive mappings,
- printer mappings
- Provide first-level and second level application software support using the following:
- Navy Legacy applications
- Windows applications
- MS Office
- Outlook
- Provide first-level and second level network support
- General network troubleshooting
- Remote Access Services via VPN or Dial Up
- Provide first-level and second level general troubleshooting:
- PC hardware
- Printers
- PDA such as Palms and Blackberry
- Provide status to pending trouble tickets in a timely fashion, per policy
- Review all open tickets on a regular basis and follow up
- Document and communicate steps taken in troubleshooting process
- Provide accurate information and documentation in the ticket
- Close all tickets when problem resolved satisfactorily
- Provide customer with ticket information and ticket number
- Provide customer with ticket status when requested
- Follow-up with customer when tickets are resolved in order to close ticket
- Maintain and improve knowledge of Service Desk procedures and tools

JOB QUALIFICATIONS: - All new employees or contractors must have Security+ Certification at start.

DISCOVER ALL THAT'S POSSIBLE WITH YOH. APPLY NOW.

Yoh is a professional staffing provider with over 70 years of experience in the short and long-term staffing services industry; visit our website to learn more about our company.

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YFS/Aviation: IT & Telecom