Information Technology Help Desk

I am working with one of our top clients in Washington, DC to source candidates for a Tier ll Technical Analyst position. This role is open due to the continued growth of their team and organization! This is a contract-to-hire role with 5 days onsite.

The Tier ll 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.

Essential Duties and Responsibilities

Receive and document support requests/inquiries made to the IT Department via email, phone, or other mediums and logging and assign those requests in a ticket management system.

Collaborate with the other members of the IT Department to 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.

Requirements

Minimum Education and Experience Requirements:

Associate’s degree or equivalent business or military experience

Minimum of 4 years of hands-on experience working in a Technology customer service environment

Preferred:

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 functions

Knowledge, 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. The person in the position must commit themselves to these core values so that we can constantly move forward in the same direction – Together.