Title: Technical Support Analyst

Location: Lewisville, TX

Schedule: Mon – Fri, 8:00 AM – 5:00 PM CST – occasional night/weekend work may be required

Note: this is a W2 contract position – C2C & 3^rd party candidates will NOT be considered

We are looking for a skilled IT technician to support end user computing needs, both remotely and at user’s workstations. Ideal candidates for this role will need to be able to quickly resolve any issues that arise on a user’s machine, including hardware, driver, or software issues. Ideal candidates should be energetic, engaging, and patient with end users, exhibiting a strong customer service mindset.

This position will support end users and executives; experience supporting end users in a business professional environment and experience with technologies including Office 365 (and all products within), Active Directory, SCCM, and Tier 2/Tier 3 support systems to resolve any end user computing issues coming through the ServiceNow Ticketing System is paramount for this role. The Technical Support Analyst will handle troubleshooting of complex issues and may also be required to help image laptops and deploy/hook up new hire equipment (monitors, docks, etc.). Technical Support Analysts will work independently as well as collaborate with peers for technical resolution assistance, working onsite Mon – Fri, 8:00 AM – 5:00 PM, with occasional after hours or weekend special project work.

Position Qualifications:

• Strong computer hardware and software support experience, including experience supporting applications, user systems, and other peripherals
• Experience with Active Directory, ServiceNow, and Windows 10 & 11 Operating Systems and utilities
• Experience supporting Office 365 products, including Teams
• Experience imaging (PXE boot) laptop and desktop systems
• Knowledge of networking technologies, memory structures, cloud computing and SaaS applications, operational needs regarding data communications, and user needs analysis processes
• Clear communication skills, including strong active listening skills to understand problems and identify potential solutions
• Ability to follow through with problem resolution and quickly communicate statuses throughout the resolution cycle
• Experience with Zoom Poly or any other A/V support preferred
• Experience with Global Protect VPN preferred
• Experience with data storage and security, including agency rules, regulations, and relevant industry policies/procedures preferred
• Experience working in a Call Center environment preferred
• A minimum of a Bachelor's Degree in Business, Computer Science, or other related field

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