Technical Support Analyst 3

Mbi Llc; Warrenton, Northern (VA, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Mbi Llc in Warrenton, VA seeks a skilled Desktop/Technical Support Technician to support the PVCC and remote Veterans Benefits sites. You will manage about 200 IT devices, install and troubleshoot Windows/O365, mobile devices, printers, and network gear, and document changes for IT processes.

Strong customer service, problem-solving, and communication skills are required, along with the ability to lift up to 50 lbs and occasional light travel in personal vehicle. Full-time on-site role.

Qualifications

• Experience with Windows OS, O365, and common web browsers.
• Ability to document changes and update procedures.
• Clean driving record and willingness for light travel.
• Ability to lift up to 50 lbs.
• Excellent customer service and communication skills.
• Experience with IT inventory control and reporting.
• Basic knowledge of LAN/WAN and network protocols.
• Experience with Android and Apple mobile devices.
• Ability to set up and troubleshoot printers, scanners, and peripherals.

Responsibilities

• Provide desktop/technical support for PCs, laptops, printers and mobile devices.
• Assist with integration, management, and support of IT programs for PVCC.
• Manage and troubleshoot LAN/WAN networks and security incidents.
• Support agency software installation, training, and administration.
• Track end-user support activities via ticketing system and generate reports.
• Create clear documentation and procedures for common issues.
• Coordinate travel as required and maintain equipment inventory.
• Provide excellent customer service and teamwork with IT staff and vendors.

Skills

Windows OS

Microsoft 365

Network troubleshooting

Customer service

Documentation

Mobile devices

Time management

Problem solving

Security awareness

Teamwork

Tools

MS Office

Phone systems

IT ticketing system

Job description

- Need a skilled Desktop/Technical Support Technician to support the Department of Veterans Services' (DVS) Puller Veterans Care Center, which is a medical facility.

- The site will host about 200 IT devices (desktops, laptops, phones, printers, mobile phones).

- The candidate will assist DVS IT Management with integration, management, and support of the Information Technology program for the Puller Veterans Care Center (PVCC) in Warrenton, VA, plus support some remote Veterans Benefits sites.

- The Candidate will independently provide IT administration and technical support for agency specific software and hardware systems. This position requires the following skills:

- Knowledge on setup, configuration, and maintenance of PC desktops, laptops, related peripheral devices (printers, scanners, etc.) and networking.

- Knowledge with setup, configuration, and troubleshooting of Android and Apple mobile devices.

- Working knowledge of supporting and troubleshooting LAN/WAN environments, including network protocols and concepts (TCP/IP, DNS, DHCP, etc.)

- Expert working knowledge and experience with E-mail application installation, administration, troubleshooting and training (Google Suite, PST files, calendars, distribution lists, etc.)

- Basic experience with IT inventory control, ticketing system and reporting.

- Basic experience with analog and digital phone configuration and troubleshooting.

- Resolve network and infrastructure issues.

- Set up, configure, manage and troubleshoot routers, switches, and wireless access points.

- Resolve issues related to desktop and laptop PC hardware, desktop software, general application troubleshooting, mobile devices, and various telephone systems.

- Identify security vulnerabilities and report security incidents promptly.

- Track end-user support activities through the ticketing system.

- Monitor network and computer systems performance.

- Own reliable transportation. The agency will reimburse them for all travel expenses directly.

REQUIRED SKILLS

- Proficient knowledge of installing, troubleshooting, administering Windows Operating System, Microsoft O365, Microsoft Edge, Google Chrome, all IT assets.

- Document any changes to systems, update training and system documentation, and create new procedures to solutions and issues and problems.

- A clean driving record and dependable transportation is required for occasional light travel to satellite offices utilizing your personal vehicle.

- Perform other duties as assigned.

- Good understanding of Network and IT security.

- Possesses professional and courteous attitude with customers, team members, and support vendors; and has the ability to communicate clearly and effectively with each.

- Possesses excellent customer service skills and is teamwork oriented.

- Possesses excellent problem solving skills and has the ability to utilize available resources to assess/resolve problems in a timely manner.

- Possesses good organization and time management skills.

- Possesses the ability to create documentation on technical issues and solutions that are easy to understand.

- Ability to lift up to 50 lbs. frequently and able to perform repetitive motion to include standing, sitting, reaching, lifting, walking, bending, and climbing.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Must have the McAfee Anti-Virus Software, Adobe Acrobat, and other commercial business software products to be considered. Pls highlight ON RESUME

Required

3

Basic experience with the setup and support for IT presentations utilizing equipment and software.

Required

3

Basic knowledge on setup, configuration, and maintenance of PC desktops, laptops, and related peripheral devices (printers, scanners, etc.).

Required

3

Required

3

Basic knowledge with setup, configuration, and troubleshooting of mobile devices.

Required

3

Basic experience with IT inventory control and reporting.

Required

3

Basic experience with IT staff training via in person or electronic media.

Required

3

Basic experience with analog and digital phone configuration and troubleshooting.

Required

3

Working knowledge and experience with computer application installation, administration, and training.

Required

3

Possesses professional and courteous attitude with customers, team members, and support vendors with the ability to communicate clearly & effectively.

Required

3

Possesses excellent problem solving skills and has the ability to utilize available resources to assess/resolve problems in a timely manner.

Required

3

Possesses the ability to create IT documentation on technical issues and provide solutions that are easy to understand.

Required

3

Ability to lift up to 50 lbs. and able to perform repetitive motion to include standing, sitting, reaching, lifting, walking, bending, and climbing.

Required

3