Information Technology Analyst

Hekima; Sully Square (VA); Remote; USD 59,000 - 85,000; Full time

Job summary

An established industry player is seeking an IT Support Analyst to join their dynamic End User Services team. In this role, you will be the first line of support for IT-related inquiries, assisting employees both in-person and remotely. Your responsibilities will include troubleshooting technical issues, maintaining communication with users, and ensuring adherence to information security protocols. This position offers a fantastic opportunity to grow your skills in a collaborative environment, where your contributions will directly impact the efficiency and satisfaction of the entire organization. If you're passionate about technology and helping others, this role is perfect for you!

Qualifications

• Experience with desktop setup and remote support in a networked environment.
• Excellent computer skills, especially with Windows 10 and Office 365.

Responsibilities

• Serve as first line of support for IT tickets, providing technical assistance.
• Analyze and document problems, recommend solutions, and follow up with users.

Skills

Desktop Setup

Remote Support

Asset Tracking

File Restores

Printer Installation

Windows 10 Support

Office 365 Support

Basic Networking Principles

Ticketing Systems

Communication Skills

Education

Bachelor's Degree in Computer Science

Equivalent Experience

Tools

Windows 10

Office 365

Active Directory

Ticketing Systems

Job description

Direct message the job poster from Hekima

As a member of the customer's End User Services team, the successful candidate will be responsible for supporting the customer's employees across a wide range of IT related issues and inquiries. Interacting face to face with employees in company's Washington DC office and remotely with employees across other offices, they will be expected to promptly pickup and resolve or escalate IT support tickets, respond timely to inquiries, support other members of the End User Services team, and maintain open and communications with their supervisor and the wider IT team.

Responsibilities

· Serve as first line of support for IT tickets, providing technical assistance and troubleshooting to users via phone, email, or video.

· Analyze and document problems, recommend solutions, initiate corrective actions, follow up and keep users informed of status.

· At all times, adhere to all information security policies and procedures.

· Ensure all user interactions are professional, calm, courteous, and helpful, regardless of the issue or user attitude.

· Redirect unresolved issues to the next level of support as necessary.

· When appropriate, provide user training on firm technology and applications.

· Provide periodic updates for your supervisor and or the team.

· Support team members and actively participate in regular IT team meetings.

· Always look for a better way do things.

Required Experience

· Prior experience with desktop setup, remote support, asset tracking, file restores, printer installation in a networked environment.

· Experience configuring iPhones, iPads, Android devices and Lenovo laptops.

· Experience using ticketing systems to track workflows, creating documentation, and contributing to knowledge base articles.

Technical Skills

· Excellent computer skills. Experience installing, configuring, and supporting Windows 10 and Office 365 including Word, Excel, Outlook, PowerPoint, Teams, and OneDrive and Active Directory.

· Understanding of basic networking principles include switching, Wi-Fi, LAN and Bluetooth, connections, and troubleshooting.

Communication Skills

· Able to read, analyze, and interpret general business and technical information.

· Able to draft clear, concise, and professional written communications.

· Able to effectively present information and respond to questions from attorneys, groups of managers and clients.

· Able to articulate technical concepts in non-technical terms and interact with users with varying levels of technical skills.

Education

· Bachelor’s degree in Computer Science or related field; or equivalent experience.

· Law firm experience helpful but not required.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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