Job Description
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Title Technical Support Analyst
Job Reference 21-0302
Post Date 11/22/2021
City/Location Plano
State TX
Point of Hire Seattle, WA
Company AIT-Arctic Information Technology, Inc.
Type of Position Regular Full-Time
FLSA Status Non-Exempt
Description

JOB SUMMARY: Provide initial technical support to Clients by troubleshooting applications, systems access, resolving hardware, software, and network related issues. The Technical Support Analyst is responsible for receiving information, diagnosing symptoms, and resolving IT-related problems. This position will need to deliver Client service within specified service levels. Typically, the Technical Support Analyst will work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software setup, and assistance with navigating around application menus. 

ESSENTIAL FUNCTIONS:  

  • Firstline responder to incoming issues through chat, email-generated tickets, or phone 

  • Direct unresolved issues to the next level of support personnel 

  • Troubleshoot straightforward workstation-based software and hardware issues with: 

  • Microsoft supported Windows Operating systems 

  • Microsoft supported Office/O365 

  • Adobe 

  • Apple Mac supported Operating systems (workstations) 

  • Sophos and other major AV brands 

  • Component failure and pending failure behavior 

  • Failed startup beep codes 

  • Computer event logs and 3rd party alerting tools 

  • Local and network printers, as well as other peripherals such as keyboards and monitors 

  • Assist users with basic “How do I?”, “Where do I?”, etc. type of technical questions 

  • Understands and troubleshoots basic user permissions and workstation interaction in domain and workgroup environments 

  • Understands and administers user level tasks in the Microsoft Office 365 environment 

  • Learn the difference between sync’d and cloud environments 

  • Learn licensing levels to include subscription offerings  

  • Learn and perform various user account actions such as password resets, applying appropriate licensing, litigation hold, and disabling  

  • Assist in system monitoring to identify and react to alerts, backups events, connectivity, and security events 

  • Learn and understand basic functions of 3rd party applications  

  • Understands and uses documentation including Client technical documentation, “how to” documentation, knowledge base articles, internal procedures/processes, etc. Suggest updates to existing documents to keep current.  

  • Accurately enter and maintain issue information including notes and resolution 

  • Performs more complex tasks (directly supervised or manager approved) to gain experience or to assist with real-time support needs 

  • Contribute to team goals such as:  SLA requirements, resolution, and Client satisfaction 

  • Adheres to work group and company polices outlined in Team Member handbook, electronic communication, and other documentation 

  • Other duties as assigned 

Requirements

QUALIFICATIONS: 

  • Possess High school diploma or GED required, some college preferred 

  • 2+ years of relevant experience in a technical help desk environment preferred 

  • Certifications are beneficial but not required.  Desired certifications/examinations include CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA (such as Exam 70-697: Configuring Windows devices) 

  • Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process 

  • Pass background checks as needed 

  • Valid driver’s license, personal auto insurance and reliable personal vehicle 

  • Ability to travel to Client sites as needed, leveraging personal vehicle for local dispatch 

WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities.  Job may require some travel. 

PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training. 

  • Except as provided otherwise under applicable law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
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