L1 IT Analyst

Collabera; Sparks Corner (MD); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid vacations

Medical insurance

401K retirement plan

Job summary

A leading IT staffing firm in Sparks Corner is seeking experienced technicians. The role requires a minimum of 3 years in IT-related fields, with a bilingual ability in English and a local language. Responsibilities include independently resolving tickets, following processes, and coaching less experienced staff. Ideal candidates should possess strong skills in Microsoft and MAC OS installations, customer support, and basic IT networking. The position promises a supportive workplace and growth opportunities.

Qualifications

• Minimum of 3 years experience in IT or related area is required.
• Technicians must be bilingual, fluent in English and local language.
• Experience with desktop, workstation, and notebook repairs.

Responsibilities

• Resolve tickets independently within SLA.
• Adhere to standard operating procedures.
• Coach freshers for independence in tasks.
• Monitor alerts and tickets.

Skills

Bilingual (English + Local Language)

Microsoft Operating System installation

MAC Operating System installation

Strong Break/Fix skills

Knowledge of Networks

Customer support

Strong written communication

Detail oriented

Remote control experience

Job description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Job Description

• Independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Categorizes as per CTI as appropriate
• Update the knowledge base
• Coaching freshers to be independent
• Coaching analysts for correct routing of tickets, capturing critical information
• Technically upgrade across versions of environment when required
• Adhere to organization policies and procedures
• Complies to regulatory requirements
• Alert Monitoring and Ticket Monitoring
• Informing On - call support
• Opening Bridge Call

Qualifications

• At least 3 years of experience in the field or in a related area required
• Technicians have to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Spanish, )
• Technicians should have good knowledge on Hands and Feet
• Strong Microsoft Operating System installation and troubleshooting skills
• MAC Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Background security check required
• Experience including remote control of PC

Additional Information

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