Tier 1-2 IT Support Analyst, Centreville, VA

We are seeking a Tier 1-2 Support Analyst with 2 to 4 years of Helpdesk Technician experience. You should enjoy interacting with clients to solve their IT problems and issues and working with a team of energetic people who enjoy “gaming” in their spare time. This client remote work, conducted from the business office, requires communication with clients, so excellent communication skills are required. Previous experience in a similar client relationship is required. In the beginning, there is a training and on-boarding period where you are expected in the office every day. The length of training in the office every day depends on you and how quickly you pick everything up. This position is Hybrid with 3 days Onsite and 2 days Remote.

Tier 1-2 IT Support Analyst Responsibilities:

– Support Clients with technical issues involving Microsoft’s core business applications, Cloud offerings, and virtual environments.
– Remote and onsite troubleshooting workstations, networks, and servers.
– Manage and support disaster recovery and business continuity solutions.
– Maintain and documentation for hardware, applications, and SOPs.
– Communication with the clients to keep them informed of incident progress or notification of impending changes or agreed outages.
– Enjoy working in a team environment and communicating effectively.
– Excellent interpersonal skills, enjoy working with people, excellent telephone skills, active listener and customer care.
– Able to match resources to technical issues and consult clients on solutions for their business.

Tier 1-2 IT Support Analyst Qualifications:

– Associates/bachelor’s degree in IT or related field.
– Knowledge of the full stack of Microsoft desktop and server applications as well as Office 365.
– Experience working with Office 365, Active Directory, and DNS.
– Experience with Mac devices.
– Managed Service Provider (MSP) experience is preferred.
– Experience with ConnectWise is helpful.
– Knowledge of applications like AEC field such as AutoCAD and Revit.
– IT Certifications: Microsoft MCP or CompTIA A+.
– Technical support of networking equipment including WAN and LAN connectivity, routers, firewalls, and security.
– Remote access solution implementation and support including VPN, Terminal Services, and Citrix.
– Experience troubleshooting technical issues.

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