- Expiry Date: 28 May 2022
The focus of this position will be desktop vulnerability management.
Over time this may transition into Service Desk responsibilities outlined below.
This position involves frequent customer contact and interaction thus requiring excellent people skills along with the technical requirements. Reporting to the Service Desk Manager, the Technical Support Analyst I position primarily provides first-level support to users although not limited from working at other levels of the support model as needed.
Tasks may involve installing, configuring, troubleshooting and maintaining user’s hardware and software.
The Technical Support Analyst I works with Level II Analysts in completing all assigned duties within their support area in a timely and complete fashion.
The Analyst Level I also keeps the Service Desk team and other IT units as appropriate of potential problems or issues affecting the client computing community.
The Level 1 Technical Support Analyst provides user support via phone and in person, trouble-shooting and supporting Desktops, Laptops, mobile devices and printers.
Duties and Responsibilities
Primary role to start with will be focused on desktop vulnerability management.
Responds to inquiries and requests from users for assistance with client workstations, mobile devices, printers and processes.
Monitors new tickets in a timely manner, accurately logging user requests and incidents, tracking to resolution within SLA and escalating to Level II Analysts or other IT units as necessary.
Identifies problems, troubleshoots and provides solutions to assist users.
Alerts Lead, other Analysts, Service Desk Supervisor and other IT units as necessary of
Priority 1 or urgent level incidents and/or requests.
Coordinates with other units within ITS to resolve problems as necessary.
Provisions workstations for new hires and refreshes according to schedule.
Retrieves, re-allocates and disposes of workstation and mobile device equipment according to client policy..
Associate’s degree in Information Technology or related field, a combination of completed college-level coursework and experience may substitute for the degree; industry specific certification. 1 to 2 years of related experience.
Knowledge, Skills, Abilities.
Depending upon the operational needs of the department, basic to intermediate-level of knowledge and skills in the following areas:
Experience with Qualys or other vulnerability management software.
Windows Workstation and Server.
Local Area Network (LAN) and remote access troubleshooting.
Network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers and network architecture.
Voice communication equipment.
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.