Service Support Analyst- Senior

vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill.

We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost.

We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually. We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame.

We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients.

1. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates.
2. Validate: A recruiter validates the candidates’ experience and skill sets against our client’s position.
3. Initial Screening: Based on the position and the client’s work culture, the recruiter uses initial screening questions to determine the most suitable candidates.
4. Submit: the recruiter will submit to the technical team qualified candidates who have passed the initial screening.
5. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates’ technical skills.
6. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement.
7. On board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client’s location.

Description:

The purpose of this position is to function as a Helpdesk Analyst providing consultation, support, and/or training to clients of computer or other information technology based system. May provide routine and non-routine support for a broad range of information related technologies, or may provide in-depth support for a narrowly defined area of technology.

• Performs account administration (create/modify Active Directory accounts, Exchange accounts, NCID accounts and other user accounts).
• Analyzes information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing Client’s employees.
• Is able to use the information provided to assess data and application access.
• Is able to troubleshoot data and application access issues and adjust Active Directory properties as needed
• Distributes Agency-wide email communications and notices related to technology issues
• Maintains mainframe printer node configurations
• Serves as project team member and makes recommendations for routine problem solutions
• Work on special projects which require planning of how, when and who the task will be preformed
• Refers highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology questions
• Provides basic support of hardware, software, applications, Client internal and external users
• Serves as a technical resource on all of Client’s standard desktop applications to 10,000+ computer users
• Instructs users via phone and/or email on the basic functionality of desktop applications
• Follows detailed procedures while making recommendations for routine problem solutions
• Enters information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issues
• Communicates effectively in oral and written formats
• Promotes a positive customer relationship while working with other Helpdesk staff and high level Analyst and Specialists
• Schedules and Facilitates daily operations status calls
• Initiates Major Incident Process (MIP) communications and conference bridges
• Maintains Major Incident Logs
• Maintains employee directory

Skill Required:

Excellent verbal and written communication skills

Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windowns, Office 2010/2013/2016, O365.

Experience and thorough knowledge in Active Directory administration, such as, creation/modification of accounts

Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers.

Excellent Customer service and teamwork.

Ability to independently resolve routine and some non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware

Ability to identify and understand reoccurring problems and recommends solutions.

Ability to follow complex and/or detailed technical procedures.

All your information will be kept confidential according to EEO guidelines.