Description:
Position Overview
The client is seeking a highly skilled Computing Support Analyst 2 (CSA2) to join our dynamic team. As a field technical consultant under general supervision, you will play a critical role in delivering technical support to end-users, resolving issues related to hardware, software, and network systems.
Core Responsibilities
Technical Support & Client Experience
Deliver expert IT support to clients via multiple channels (in-person, phone, email and chats) ensuring prompt resolution and minimal downtime.
Troubleshoot and resolve complex technical problems with Windows, Mac, networks, software, and hardware.
Utilize logs and diagnostic tools to troubleshoot and identify root causes of technical issues, and capture trends to inform proactive support and improvement initiatives.
Coordinate the delivery of peripherals and accessories to clients.
Respond to and manage ticket updates through a service management tool (ServiceNow).
Perform administrative tasks, such as attending meetings and completing specified duties.
Consultative Support & Improvement
Analyze and report on technical issues and trends, providing insights to improve service delivery and client experience.
Proactively identify opportunities to enhance client experience and create proposed solutions/recommendations to leadership.
Project Support & Rollouts
Collaborate with stakeholders and vendors on projects, testing new technologies and implementing solutions. Projects include, but not limited to:
Network Upgrades: Assist with physical switch installs, cable management, and testing connectivity during infrastructure refreshes.
Desk Moves: Handle the logistics of moving hardware, setting up workstations, and ensuring everything is plugged in and working on day one.
Testing: Help the team test new software or hardware before we roll it out to the whole organization.
Knowledge Management
Stay up-to-date with client IT standards, applying this knowledge to provide informed support and guidance.
Contribute to the development and maintenance of a knowledge base (internal wikis), including troubleshooting guides and FAQs, so the next person doesn't have to reinvent the wheel.
Requirements:
Required Skills and Qualities
Technical Expertise
Proficiency in Windows and Mac operating systems, with a strong understanding of network infrastructure and business software applications.
Experience with mobile device operating systems, including iOS and Android.
Strong research and analytical skills, with experience in troubleshooting and resolving complex technical issues.
Apply a deep understanding of IT architecture and security best practices to provide high-level technical consultation.
Consultative Skills
Excellent problem-solving, communication, and customer care skills, with the ability to work independently and collaboratively as part of a team.
Ability to work independently and collaboratively as part of a team
Security, Compliance, and Tool Proficiency:
Experience using ServiceNow (help desk ticketing system) and remote tools such as Bomgar.
Administer and troubleshoot Mobile Device Management (MDM) solutions (Jamf, Intune) to ensure device compliance and automated software delivery.
Support and maintain enterprise security tools, including EDR agents (CrowdStrike) and disk encryption health.
Manage user lifecycle and access within Active Directory and identity providers, ensuring secure login via SSO and MFA/Duo.
Education & Experience
Associate's degree with 2+ years of relevant experience, or a combination of education and relevant experience.
Certifications and Licenses
Certifications in end-user technology support (e.g., CompTIA A+, Microsoft MCSA, Apple Certified Support Professional, or ITIL Foundations) are a plus and demonstrate a commitment to staying current with industry standards and best practices.
Work Standards
Interpersonal Skills: Collaborate effectively with colleagues, clients, and external organizations to achieve common goals.
Culture of Safety: Demonstrate a commitment to personal responsibility and safety, communicate concerns, and promote safe behaviors based on training and lessons learned.
Compliance: Adhere to all applicable client policies and procedures, including those outlined in the client's Administrative Guide
Notes:
The typical work schedule is Monday to Friday, 8 AM to 5 PM PT, but may occasionally require extended hours, weekends, and on-call rotation.
The job involves regular desk-based computer tasks, frequent sitting, and occasional physical activity, such as lifting, carrying, and bending.
Regular: Desk-based work, including sitting, using a telephone, light/fine manipulation, and frequent walking across campus to visit clients and provide on-site support.
Occasionally: lifting, carrying, pushing, or pulling objects weighing 21-40 pounds.
Rarely: kneeling, crawling, climbing.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status