Vector Consulting, Inc is hiring: IT Support Analyst in Raleigh

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Our government client is looking for an experienced IT Support Analyst on an onsite 12+ months renewable contract role in Raleigh, NC.

Overview

Position: IT Support Analyst

Job Description: Client Services analysts use technical expertise, with understanding of business and user needs, to evaluate IT related incidents and service desk tickets in order to appropriately prioritize and provide appropriate solutions. A Client Services analyst will promote positive customer relationships and mentor teammates to ensure client satisfaction and organizational success. Client Services takes ownership of customer problems and works with a sense of urgency to resolve these incidents and problems. An analyst will communicate status and progress to the customers in a timely professional manner. All analysts will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system. A qualified candidate will possess significant technical knowledge and serve as a team member with other analysts to help solve complex problems. Skills include proficiencies with different types of computer hardware, software, peripherals and components, networking protocols and communications. A qualified analyst will know how to image new computers and install the appropriate software for customers. The analyst must know how to install local and network printers along with other peripherals such as scanners. An analyst will be responsible for migrating and protecting user data and profiles as computers are replaced. A candidate should be able to show how they stay abreast of current technologies to better the end users working environment. A Client Services analyst can identify emerging trends relating to issues and problems, then researches and makes suggestions of solutions to solve current and prevent future problems. Client Services analysts communicate with Data Center Operations when modifying user data storage, DHCP reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). The CS analyst will collaborate with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications and provide solutions. Also, a CS analyst will work with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Project Management

Qualified candidates will have the skill to lead projects that require directing the work of others with some latitude on actions or decisions. The candidate should be able to lead team efforts, at the direction of the local Client Services supervisor and/or other management.

Documentation

This position participates in creating and maintaining documentation of processes and procedures for all areas this position is responsible for (i.e. – software installs, profile transfers, PC replacements). This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).

System Security

It is the responsibility of all Client Services staff to be aware of agency and agency security policies, as well as the security issues directly affecting the systems and technology for which this position is responsible. This position is responsible for implementing and maintaining the requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, transferring or usage in a manner inconsistent with IT Security Policies and standards.

Required/Desired Skills And Experience

• 7 years of experience in different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications (Required)
• 7 years of installing and imaging new computers and loading of appropriate software for customers (Required)
• 7 years of installing local and network printers and other peripherals (Required)
• 7 years of migrating data and user profiles (Required)
• 7 years of documenting processes and procedures related to technical support activities (Required)
• 7 years of experience with ServiceNow call tracking system (Required)

About Vector

Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization\'s operating philosophy and commitment to P​eople, Partnerships, Purpose and Performance - THE VECTOR WAY.

www.vectorconsulting.com

“Celebrating 30 years of service.”

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology
• Industries: IT Services and IT Consulting

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