​

Job Description:

• 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.

General Function

• 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..

Minimum Requirements:

• 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.