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Senior Technical Support Analyst
$60k-75k (estimate)
Full Time
Just Posted
Cynet Systems is Hiring a Senior Technical Support Analyst Near Richmond, VA
Job Description:
- Determine the needs of the region for hardware, software, upcoming projects, and more.
- Communicate the needs of the region to the IT Operations Center.
- Demonstrate servant leadership through collaborative strategic and tactical planning to achieve the holistic goals of the IT Operations Center.
- Direct users to the appropriate source of help based on needs.
- Respond to requests of the assigned region for IT Support in the client IT Service Portal.
- Coach staff through troubleshooting computer, hardware, phone, mobile phone, asset inventory, and software issues.
- dvise users on how to use technology or what technology exists to meet their business needs or communicates those needs to the IT Operations Center for advice.
- Provides coordination and assistance with Asset Management, PC Refresh, Phone System Issues, Printer Refreshes, etc.
- Escalates any urgent issues and outages to the IT Operations Center, Information Security Office, and VITA when necessary.
- ctively tracks current and future initiatives, needs, issues, concerns, projects, and action items.
- Regularly meets with District IT and Business Manager staff to discuss IT.
- Provides weekly reports on the status of operations and the above-listed tracked activities to the IT Operations Center.
- Communicates new technologies, opportunities, events, changes, policies, best practices, and procedures to the assigned region.
- Bachelors degree in an Information Technology related discipline work experience may meet this requirement in lieu of a degree at the hiring managers discretion.
- Incident, Change, Service Request, and Asset Management.
- General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings, etc.
- Experience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions, and preparing comprehensive reports.
- Experience in continual service improvement initiatives, project management, project coordination, governance, and risk management.
- Experience troubleshooting hardware and software hands-on or from a service desk.
- Drives performance. Holds self and others accountable. Delivers results first time right. Never settles for status quo.
- Willing to have tough conversations.
- sks for feedback and takes action to improve.
- Demonstrated skills in creating professional communications to users.
- Demonstrated success in managing and prioritizing work.
- 1 years of experience using Service Now.
- Works collaboratively.
- Seeks out the experience of others with the aim for better results.
- Open-minded regardless of where ideas originate.
- Flexible and easy to work with.
- Must be a self-starter and a team player with a positive attitude.
- Excellent written and verbal communication skills.
- Excellent attention to detail.
- Excellent training and facilitation skills.
- Excellent project management skills and ability to manage multiple priorities.
- Microsoft Office Specialist Certification - Associate or Above.
- ServiceNow and/or Teams development and configuration skills.
- Knowledge of and previous experience with Virginia Information Technologies Agency (VITA).
Job Summary
JOB TYPE
Full Time
SALARY
$60k-75k (estimate)
POST DATE
06/12/2024
EXPIRATION DATE
06/25/2024
WEBSITE
cynetsystems.com
HEADQUARTERS
ARCOLA, VA
SIZE
500 - 1,000
FOUNDED
2010
CEO
ASHWANI MAYUR
REVENUE
$50M - $200M
INDUSTRY
IT Outsourcing & Consulting
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