Senior IT Support Analyst & Technical Lead

ALTEN; Santa Clara (CA); On-site; Full time

Job description

Job Description

Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Responsibilities

• Analyzes and prioritizes incoming requests.
• Follows and develops standard operating procedures.
• Follows procedures for incident escalation and notification to leadership.
• Identifies highly complex problems and escalates to senior staff for prioritization as needed.
• Facilitates the tracking and development of documentation by entering details of incidents, status of service requests, and resolutions.
• Leads the execution of disaster recovery and business continuity processes and events.
• Analyzes incident data and trends to help prioritize efforts to improve system availability and performance.
• Provides after‑hours on‑call support.
• Provides first and second level support to resolve difficult, complex, and sensitive problems with products, applications, and devices, and assists others in resolving problems.
• Mentors other team members to disseminate knowledge about subject matter expertise and the latest IT solutions.
• Facilitates the knowledge repository for all technical support.
• Reviews information and supports the compilation of procedures, installation, and configuration related to new support.
• Serves as a technical lead on a feature or system, assigns work to a small project team, and works on advanced tasks to complete a project.
• Helps team members to determine which work tasks are most important, manages distractions, and deals with setbacks promptly.
• Meets with vendors to resolve service failures or issues.

Qualifications

• High School Diploma or equivalent.
• 5+ years of experience in IT, engineering support, or a related area.
• 3+ years of experience in operating system or software application troubleshooting (root cause analysis, debugging).
• Basic server room / IT infrastructure understanding (rack‑and‑stack).
• Understanding of corporate networking (LAN/WAN, VLAN, VPN).
• Basic understanding of hardware asset management principles.
• Customer service skills.
• Proficiency with Microsoft Windows OS.

Physical and Driving Requirements

• Push maximum weight 500 lbs (pallet).
• Pull maximum weight 500 lbs (pallet).
• Lift maximum weight 50 lbs (miscellaneous IT equipment).
• No driving required.