Technical Support Analyst

TECHNICAL SUPPORT ANALYST ASHBURN, VA 12 MONTH CONTRACT

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MUST HAVE SKILLS:
Proficiency with MS Office products. Technical staff member with hardware/software system configuration and troubleshooting skills. Includes (but is not limited to) Routers, Firewalls, Servers, and other network hardware. Looking for a seasoned individual (not a junior level position). Windows or Unix Certifications Preferred ITIL V3.

JOB DESCRIPTION:

- Provide L1 technical support for corporate and commercial systems and applications globally, following documented support procedures to meet established service levels
- Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
- Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
- Liaisons with L2 support groups in the resolution of incidents.
- Support project schedules and changes.
- Maintain technical skills through participation in ongoing training.
- Analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
- May participate in the management of highly critical events that may have the potential of major financial and/or reputation impacts the client.
- Assess accurately, and within pre-defined time periods, the impact of a critical/major system/application outage.
- Resolve standard incidents within agreed timescales without escalation.
- Propose process/procedure improvements to better the department and services provided.
- Offer effective/sound recommendations to address repetitive issues.

QUALIFICATIONS:

- BS degree in Information Systems or CS or equivalent experience
- Minimum of 5-7 years of experience, preferably in financial services
- Bilingual skills (Spanish) beneficial
- (ITIL) Technical staff member with hardware/software system configuration and troubleshooting skills including Routers, Firewalls, Servers, and other network hardware
- Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility
- Demonstrated analytical abilities in independently resolving complex problems that may not have fully documented handling procedures.
- Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to business or client service level agreements
- Demonstrated ability creating procedures for complex issues to provide the ability for junior members to resolve these issues in the future
- MS Office Proficiency
- Windows or Unix Certifications preferred
- ITIL V3 certification preferred

TECHNICAL EXPERIENCE:

- Customer Service experience: 4 years
- Help Desk experience, 4 years
- Systems Administration, 4 years
- Troubleshooting, 4 years

*CompuCom supports Employment Equity and Diversity* Dallas-based CompuCom Systems, Inc. is a leading provider of end user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow, and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America. For more information, visit our website.