Onsite Support Analyst

Job Description

Salary: $43.82 - $45.82

Job Title: Onsite Support Analyst

Job Description:

We are seeking a dedicated and skilled Onsite Support Analyst to join our IT Support Services team. The Onsite Support Analyst will be responsible for providing technical assistance and support to end-users of the DC Child Support Enforcement System, ensuring the smooth operation and maintenance of IT systems and infrastructure.

Key Responsibilities:

Technical Support: Provide onsite technical support to end-users of the DC Child Support Enforcement System, including troubleshooting hardware and software issues, diagnosing technical problems, and resolving technical issues in a timely manner.

User Training: Conduct training sessions for end-users to enhance their understanding of IT systems and applications, ensuring optimal utilization of technology resources.

System Maintenance: Perform routine maintenance tasks, such as software updates, system backups, and security patches, to ensure the stability and security of IT systems.

Documentation: Maintain accurate records of support activities, including incident reports, service requests, and troubleshooting steps, to facilitate knowledge sharing and problem resolution.

Hardware and Software Installation: Install, configure, and deploy hardware and software components, including desktop computers, laptops, printers, and application software, according to established procedures and standards.

Security Compliance: Ensure compliance with IT security policies and procedures, including user access controls, data encryption, and virus protection, to safeguard sensitive information and mitigate security risks.

Collaboration: Collaborate with the client, members of the IT support team and external vendors to resolve complex technical issues and assist with implementing system enhancements.

Quality Assurance: Conduct quality assurance testing of IT systems and applications to identify and address any defects or deficiencies, ensuring optimal performance and reliability.

User Support: Provide ongoing support and assistance to end-users, including answering technical inquiries, assisting with end-user ticket disposition, providing guidance on IT best practices, and escalating unresolved issues to higher-level support teams as needed.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent combination of education and experience.

Minimum of 8 years of experience in IT support or related field, preferably in a government or legal environment.

Strong technical skills, including proficiency in troubleshooting hardware and software issues, diagnosing network problems, and performing system maintenance tasks.

Excellent communication and interpersonal skills, with the ability to effectively interact with end-users of varying technical levels.

Knowledge of IT security principles and best practices, including familiarity with security controls, data privacy regulations, and incident response procedures.

Certifications such as CompTIA A+, Network+, or Security+ are a plus.

Ability to work independently and collaboratively in a fast-paced environment, with a strong commitment to customer service and user satisfaction.

Experience with the following software:

SQL Server

Microsoft Office

Adobe Acrobat

JavaScript