Technical Support Analyst

Visionaire Partners; New Orleans (LA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading tech services company is seeking a Technical Support Analyst for a contract-to-hire position in New Orleans. The role involves defining operating procedures, providing 24X7 support for warehouse technologies, and mentoring team members. Candidates must have over 8 years of help desk experience, strong skills in network troubleshooting, and a technical background in vulnerability assessments. This position requires authorization to work in the US without sponsorship.

Qualifications

• 8+ years of help desk support experience.
• High-level understanding of network design and troubleshooting.
• Technical skills in vulnerability assessments and operating systems.

Responsibilities

• Define and document troubleshooting procedures for desktop technologies.
• Provide 24X7 first-line support for warehouse automation.
• Act as primary escalation point during system outages.

Skills

Help desk support experience

Network troubleshooting

Incident response methodology

Operating systems

Vulnerability assessment

Job description

Immediate opportunity for a Technical Support Analyst to join a top-notch company experiencing rapid growth!

RESPONSIBILITIES:

• Define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems for continuous improvements.
• Help to service and maintenance audio-visual equipment as needed.
• Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal.
• Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget requirements.
• Will continuously monitor, effort, assign/re-assign, elevate, etc. Incidents/Requests with ServiceNow ITSM tool.
• Fully document all service management incidents and requests in ServiceNow ITSM Suite.
• Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages. Search Service Desk knowledge base articles, SOP’s for possible incident resolutions.
• Responsible for properly determining and assigning higher-tiered service management incidents/requests to responsible assignment groups if the resolution cannot occur at the TSA level.
• Assist in the mentoring and training of all TSA II team members.
• Responsible for troubleshooting and configuring software, printer, and connectivity-related issues beyond step-by-step instructions.
• Provide 24X7 first-line support for all Warehouse Automation technologies which includes physical repairs of mechanical equipment as needed.
• Act as the primary escalation point for vendor and operations team communications during individual market center system outages.
• Maintain and ensure market centers' security threats and vulnerabilities are remediated to safeguard the enterprise environment.

This is a 6-month contract-to-hire position in New Orleans. Enjoy an onsite work environment.

REQUIRED SKILLS:

• 8+ years of help desk support experience
• High-level understanding and experience in network troubleshooting, network design topology, TCP/IP knowledge, VLANS, and routing
• Technical skills in vulnerability assessment, networking, operating systems, and incident response methodology
• Exposure to ITIL foundational structures

PREFERRED SKILLS:

• Industry-related certifications (A+, Security+, Network+, ITIL, Microsoft MCP/MCSE)
• Warehouse experience

Must be authorized to work in the US. Sponsorships are not available.