Jr. Analyst (Tier 1) works within our Service Desk to provide technical support and troubleshooting for clients. The main responsibility of the Jr. Analyst (Tier 1) is to provide desktop and application support as well as basic troubleshooting. The majority of work will be performed remotely from our offices located in downtown Washington, DC or Herndon, VA. The position does require regular travel to our clients in the metro area.
The Jr. Analyst (Tier 1) works closely with other Service Desk members including the Service Coordinators, the Sr. Analysts (Tier 2), and the System/Network Administrators (Tier 3). The Jr. Analyst (Tier 1) is responsible for responding to client requests, troubleshooting and resolving technical problems, and escalating tickets to Tier 2 and Tier 3 colleagues.
Primary Responsibilities
• Act as the first line of support for all IT issues via phone/email/portal
• Configure and deploy workstations per client standards
• Create and take ownership of tickets using our Ticketing System
• Troubleshoot and resolve desktop and application incidents through the using our Remote Management and Monitoring System
• Escalate tickets to Tier 2 and Tier 3 members while maintaining ownership of the tickets
• Provide regular and frequent communication with the client to keep them informed on ticket status and anticipated resolution time frame
• Document and close tickets
• Create documentation guides
• Perform regular visits to client sites in the DC Metro area to provide desktop and application support
Desired Skills and Experience
• Troubleshooting Microsoft Office 365
• Managing and troubleshooting Active Directory on Prem and Azure AD
• Troubleshooting Mac OS / Applications
• Working within multiple domain environments
• Exceptional face to face and phone customer focused presence.
• Basic networking understanding
• Experience drafting self help documentation
Minimum Basic Requirements
• Experience with Microsoft Office 365 and Active Directory
• Computer hardware troubleshooting
• Customer service
• Logical troubleshooting
• Ability to work collaboratively with team members
• Ability to lift up to 50 lbs on occasion
• 1+ year experience in previous help desk role or equivalent knowledge
How to apply
Send your cover letter & resume to: employment@fsistrategies.com
Subject: refer to the job title/position posted here
Body: tell us a little bit about yourself
- Salary: Undisclosed
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Functional Area
IT Help Desk Support, IT Analyst - Job shift: Day
- By Job type: Full-time Job
- Current openings: 1
- Years of experience: N/A
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Key skills
Desired candidate profile:
Education requirement:Bachelors Degree, Associates Degree, Pursuing Bachelors Degree, Pursuing Masters Degree
US Citizenship Requirement :N/A
Certifications Name :Clearance Level :
N/A
Company Profile
FSi Strategies
- FSi Strategies was created on the belief that every person can be more productive and innovative with the right technology. We help our clients achieve their mission by successfully leveraging the strategic value of technology. FSi Strategies has been managing and supporting technology for non-profit and commercial clients since 2003. Today, FSi Strategies specializes in deploying and supporting cloud solutions that drive modern workplace strategies and empower employees to work better and more securely. FSi Strategies has been providing IT management and consulting services since 2003. In 2017 we changed our name from FedSolutions to FSi Strategies to reflect our emphasis on the strategic value of technology and how it helps organizations implement a modern workplace. Based in downtown Washington DC, our objective is to enable organizations to achieve their mission by successfully leveraging technology. We see IT as a strategic means for our clients to achieve a competitive advantage. Whether providing Managed IT Services to organizations or helping IT professionals with the strategic implementation of the Microsoft Cloud, we view our focus as creating smart and simple IT solutions that promote operational harmony.
