Role OverviewWe are actively hiring a Technical Support Analyst to join our Mission Technology Division working in McLean, VA. The Technical Support Analyst will provide high-touch, ITIL-based support to VIP and Executive-level staff by efficiently managing the full lifecycle of incidents and service requests, including independent troubleshooting and resolution of complex technical issues without Tier 3 escalation. The role will also involve delivering remote and onsite desktop support using secure tools for system repair, configuration, and optimization.
What You Will Do
The Technical Support Analyst will be responsible for maintaining and updating service records, ticketing systems, and access administration logs to ensure accuracy and compliance. They will also provide technical support for sensitive applications and handle confidential data with integrity and discretion. Additionally, the role will involve managing access rights and account administration for enterprise applications, databases, and secure systems, while supporting access requests, virus scanning, data transfers, and standalone devices, printers, and peripherals in compliance with security protocols.
Why It Might Be a Fit
The successful candidate will have a strong background in resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems. They will also have experience in providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment. The role will offer opportunities for career growth and development, as well as a comprehensive benefits package and competitive compensation.
Requirements
- Component Mission Administrator (CMA) Certification or Directorate Mission Administrator (DMA) Certification
- Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems
- Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques
- Experience in providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment
- Familiarity with TCP/IP, general networking issues, virus scanning services (desktop, stand-alone and laptop computing services), servers, printers, peripheral devices, installing endpoints including but not limited to desktop IT equipment, printers, VOIP and digital phones, network switches
Benefits
- healthcare
- wellness
- financial
- retirement
- family support
- continuing education
- time off benefits
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