Technical Support Analyst

• Ensures timely resolution to incidents, problems and fulfillment of requests; provides technical support that may include PC/Mac end-users, telco, server, signaling, audio/visual, and/or enterprise applications, as well as technical advice, guidance, and informal training on hardware and software.
• Monitors technical solutions for exception-based events or indicators.
• Troubleshoots and restores routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
• Performs root-cause analysis and develops checklists for typical problems, as well as recommends procedures and controls for problem prevention.
• Assists in the installation and rollout of new technology solutions.
• Maintains a knowledge database to enhance the quality and timeliness of problem resolution, as well as, within a team setting, share information and assist others with incidents.
• Provides guidance and training for less experienced team members, when necessary.
• Maintains and publishes reports on IT metrics.
• Cross-trains and reviews the work of more junior team members and serves as a technical resource.
• Drives closure to open IT operational issues within problem and change system.
• Participates in an on-call support rotation.

• Location: This position is located in Salem, NH
• Education: Associate degree or equivalent experience; Preferred certification CompTIA A+ or CompTIA Network+
• Experience: 3 - 5 years
• Skills: Demonstrates thorough knowledge of the principles, concepts, and theories of own discipline. Understands procedures, policies, practices, and systems. Displays broader business and organizational acumen. Communicates effectively and professionally. Prioritizes multiple issues efficiently.

We are a VEVRAA Federal Contractor. We desire priority referrals of Protected Veterans for job openings at all locations within the State of New Hampshire. An Equal Opportunity Employer including Veterans and Disabled.