Information Technology Support Specialist
Company: Addison Group
Location: Washington
Posted on: April 28, 2024
Job Description:
Summary:Reporting to the Manager, IT Help Desk, the Technical
Analyst is primarily responsible for troubleshooting and resolving
all assigned technical issues. All client-level issues and requests
are to be addressed by the Technical Analyst. In the event an issue
or request is determined to be outside the Technical Analysts
abilities to resolve they are required to document all
troubleshooting steps performed and escalate the issue using
established procedures. The Technical Analyst is responsible for
completing recurring maintenance tasks and assigned projects in a
timely and accurate fashion.The Nationals are a military-friendly
organization actively recruiting veterans and spouses.Essential
Duties and Responsibilities:
- Serve as a functional backup and additional quality check for
all equipment lifecycle processes.
- Receive and document support requests/inquiries made to the IT
Department via email, phone or other medium and logging and
assigning those requests in a ticket management system.
- Collaborate with the other members of the IT Department to
successfully complete Enterprise technology projects on time and
within budget.
- Respond to and resolve all support requests/inquiries in a
timely fashion utilizing established procedures and
escalations.
- Collaborate with internal and external resources as necessary
to achieve desired results.
- Develop and maintain documentation including, but not limited
to, standard operating procedures, equipment installation
methodologies, project plans and environment configurations.
- Become intimately familiar with and adhere to company and
departmental operating policies and procedures.
- Other duties as assigned.Working RelationshipsMust effectively
and efficiently communicate with other members of the IT Department
at all levels of the Organizational Chart to provide support;
interact with the user community in a professional, courteous and
helpful manner; and interact with outside IT hardware, software and
support vendors.Requirements:Minimum Education and Experience
Requirements:
- Associate's degree or equivalent business or military
experience
- Minimum of 4 years hands on experience working in a Technology
customer service environmentPreferred:
- Relevant industry recognized certifications
- Experience working in a decentralized multi-site
organization
- Experience with Call Center applications and functions
- Experience with Service Desk ticketing/service applications and
functionsKnowledge, Skills, and Abilities necessary to perform
essential functions:
- Familiarity with common operating systems and software
suites
- Ability to quickly learn new technologies and provide technical
support and user training
- Highly motivated with a strong work ethic
- Extraordinary organizational and prioritization skills
- Capable of following instructions and responds well to
direction
- Sensitive to deadlines and completes tasks on time
- Ability to utilize good judgement to anticipate needs and
complete tasks
- Efficient at multitasking in a fast-paced and demanding
environment
- Well suited for participation in multidisciplinary,
high-performance work teams
- Excellent verbal, written, presentation and interpersonal
skills
- Ability to read and comprehend technical documents, short
correspondence and memos
- Proficient at typing and in the use of computer software
programs
- Capable of documenting all duties performed in relevant systems
using clear and detailed language
- Uphold Core Values: Excellence, Performance, and
Accountability. These core values set the tone in everything we do,
help us succeed on and off the field, make a difference in the
community and provide the best guest experience in sports. It is
important that the person in the position commits themselves to
these core values so that we can constantly move forward in the
same direction - Together
Keywords: Addison Group, Alexandria , Information Technology Support Specialist, IT / Software / Systems , Washington, Virginia
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