Support Analyst Job

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

POSSESSION OF A SECRET SECURITY CLEARANCE (INTERIM IS ACCEPTABLE) IS REQUIRED AS A CONDITION FOR EMPLOYMENT AND MUST BE ELIGIBLE FOR SSBI.

JOB RESPONSIBILITIES:

- 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.
- 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
- Candidates may be required to work holidays.
- Weekends and nonstandard schedules:
- Candidates may receive a schedule that requires weekends or evenings.

Job Qualifications:

- Candidates must have an interim secret security clearance, and an SSBI started, before starting on the service desk.
- Security+ Certification required.

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.

Yoh, a Day and Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

J2W: INFOTECH

Tax Term: CON_W2

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YFS/Aviation: IT & Telecom