IT Support Analyst, Associate

ALTEN; San Diego (CA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

A leading IT consulting firm in San Diego is seeking a Mid-Senior level support technician to provide first-level technical support and assist in troubleshooting various applications and devices. The ideal candidate should have a high school diploma and at least 6 months of experience in IT. The position is full-time and may involve working onsite, hybrid, or remotely.

Qualifications

• 6+ months of experience in IT or related area.
• Experience in operating system or software application troubleshooting.

Responsibilities

• Provides first level support to resolve problems with products, applications, and devices.
• Supports troubleshooting efforts to identify routine problems.
• Completes routine technical tasks assigned by more senior personnel.

Skills

Communication

Problem solving

Customer service

Collaboration

Adaptability

Education

High School Diploma or equivalent

Job description

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Required Skills

• Communication – The ability to listen actively, ask questions, and explain technical concepts to non-technical people.
• Problem solving – The ability to identify, diagnose, troubleshoot, and resolve issues using logical steps.
• Customer service – The ability to detect and fix issues quickly to reduce response times for users.
• Collaboration – The ability to work well with others and communicate effectively with your team.
• Adaptability – Being able to think quickly and adapt to unexpected changes or challenges.

Required Technologies

Efficiently assist users with a wide range of technical issues, such as troubleshooting computing devices, Windows operating systems, network technologies, printers, and Microsoft software applications across different platforms (desktop, client-server, browser-based, etc.).

Required Education

High School Diploma or equivalent.

Required Years of Experience

6+ months of experience in IT or related area. 6+ months of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements

• Push Max Weight Limit – 80 lbs
• Pull Max Weight Limit – 100 lbs
• Lift Max Weight Limit – 50 lbs

Driving Requirements

Driving responsibilities? If yes, specify hours of driving per week. Type of vehicle use: Rental Car, Qualcomm Vehicle, Personal Vehicle. Note to suppliers – please ensure your candidate understands and agrees to your specific reimbursement requirements for any out‑of‑pocket expenses.

Principal Duties and Responsibilities

• Follows standard operating procedures.
• Supports troubleshooting efforts to identify routine problems.
• Provides first level support to resolve problems with products, applications, and devices.
• Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
• Assists with processing incoming requests.
• Adapts to minor changes and setbacks in order to manage pressure and meet deadlines.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Seeks out learning opportunities and feedback to increase own knowledge and skill using internal training resources.
• Contributes to the knowledge repository for routine technical support.
• Escalates routine problems as necessary to appropriate resource (e.g., support team, vendor).
• Completes routine technical tasks assigned by more senior personnel.
• Manages minor distractions, prioritizes tasks, and deals with setbacks in a timely manner with assistance from more senior personnel.

Level of Responsibility

• Working under close supervision.
• Taking responsibility for own work and making decisions with limited impact; errors made typically only impact timeline.
• Using verbal and written communication skills to convey basic, routine factual information about day‑to‑day activities to others who are fully knowledgeable in the subject area.
• Completing tasks that require multiple steps that must be performed in a specific order, using directions or manuals that accurately document the steps necessary to perform the tasks.
• Using limited problem solving, generally in the nature of troubleshooting simple processes or technology.
• Exercising some creativity may be required to troubleshoot technical problems or deal with client circumstances.

Comments for Suppliers

• How many rounds of interviews should be expected?
• Work Location: (Pick One)
  • 100% Onsite
  • Hybrid (working from home and in office)
  • 100% Remote (anywhere in the U.S.)
• Shift: Hour/Days of Work – 8AM - 5PM /Mon-Fri

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting