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Technical Support Analyst

Posted about 2 months ago

We are looking for a Technical Support Analyst to join our team for a long-term contract opportunity. This will be a shift position and will require availability to work 10-12 hour shifts. You will be working in the Operations and Customer Center which is the 24/7 support for all of IT. You will responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the IT infrastructure in the Operations and Customer Center (OCC). Additional responsibilities as follows:

  • Monitor, maintain, and troubleshoot OCC VDI infrastructure using VMWare and Teradici tools provided.
  • Monitor, maintain, and troubleshoot OCC Radio infrastructure coordinating with ATL Radio, Radio Shop and vendor Zetron.
  • Maintain and troubleshoot A/V infrastructure provided by Baker Audio, escalating when necessary.
  • Entitle, install, maintain, test, and troubleshoot, operating systems and other systems software products.
  • Configure, install, maintain, test, and troubleshoot hardware systems.
  • Complete work orders as assigned.
  • Create and monitor network/local print queues for all printers.
  • Implement changes to platforms with minimal impact to the business by following established OCC procedures for VDI and physical infrastructures.
  • Write, submit, and perform RFCs for OCC Solution Center work as assigned.
  • Coordinate external vendor services.

You should have the following skills:

  • Knowledge of multiple operating systems, systems integration, systems architecture, programming languages, and demonstrated knowledge of the field environment.
  • Experience with VMWare and VDI infrastructure desired.
  • Experience with multiple ServiceNow modules is desired. (Incident, Change, Asset, Request)
  • Ability to work rotating schedules to accommodate 24x7x365 support is required.
  • Must be able to move, on a regular basis, large equipment that weighs up to 30 pounds.