Technical Support Analyst
Reston, Virginia, United States of America
Contract
3 weeks ago
Key skills
CommunicationCollaborationAccount Management
About this role
Key Responsibilities
- Technical Support
- Provide second-level support for hardware, software, and network issues.
- Troubleshoot and resolve escalated tickets from Help Desk I staff.
- Assist with installation, configuration, and maintenance of desktop systems and applications.
- System Administration Assistance
- Support user account management, permissions, and access controls.
- Perform routine maintenance tasks such as updates, patches, and backups.
- Assist in monitoring system performance and security.
- Customer Service
- Communicate effectively with end-users to understand and resolve technical issues.
- Document solutions and provide clear instructions to users.
- Collaboration & Escalation
- Work closely with Systems Administrators and IT staff to resolve complex problems.
- Escalate unresolved issues to Tier III or specialized teams as appropriate.
- Contribute to knowledge base documentation for recurring issues.
- Qualifications
- Associate or Bachelor s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 2 4 years of experience in IT support or help desk roles.
- Strong knowledge of Windows and/or macOS environments, Microsoft Office, and common business applications.
- Familiarity with networking basics (TCP/IP, DNS, DHCP) and remote support tools.
- Excellent problem-solving, communication, and customer service skills.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Desktop Support Technician) are a plus.