8042: Software and IT Analyst

Software and IT Analyst needed throughout Montgomery County and the DC market to assist clients during software implementation as well as software support when needed. Candidate must have an industry IT/Networking background, as the portion of their role would be to support their internal team. Qualified candidates will be compensated for their knowledge of software and IT support. Excellent customer service skills are a must.

Primary daily responsibilities include:
Managing escalated technical desktop support incidents and provide functional support and assistance to a local and nation-wide customer base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
Receive and respond to customer inquiries, requests, and escalations via telephone, email,
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
Troubleshoot and resolve problems to satisfy requests. Do any necessary research and on the job training necessary to resolve incidents in a timely and efficient manner.
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
When needed responsible for IT portion of installation of equipment working with our client’s service department, customer’s IT department and temporary subcontractors
Support maintenance of our client’s computer equipment, including hook-up, configuration, parts replacement, and technology refresh recommendations
Correctly refer unresolved problems to high level support technicians and/or groups when the situation requires it
Improve knowledge of, and ability to operate, all technical support tools and technologies
Ability to learn/explain to customers all of the software solutions offered with the equipment being installed.
Provide end user training in small group sessions as well as perform new employee orientation.
Participate and/or Lead in supporting IT requirements for events such as conferences, shows or customer presentations
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by our client

Service Technician

Montgomery County, MD 20855 USA