Qbase - California, MD (30+ days ago)3.4

A SHARP FOCUS ON GETTING IT RIGHT motivates Qbase leadership and employees. Guided by seasoned business leaders and highly experienced technologists from LexisNexis, Apptis, and other leading companies, Qbase offers a nimble, dynamic environment within a growing business focused on products and services. Innovation and developing game changing technology is at the heart of Qbase Product development while Qbase Services provide a full spectrum of information technology services to meet client mission-critical requirements in the government, military, healthcare and commercial markets.

The Systems Analyst will provide desktop support as part of the DAU Team at its location in California, MD which includes DAU extended learning sites at Chester, VA, Norfolk, VA and Sembach, Germany. Support staff provides onsite support to DAU faculty, staff, and classroom environments. The support team provides a mixture of Tier 1.5 and Tier 2 desktop support, and receives calls on standard office automation tools, hardware and network problems, access and security problems, remote access issues, on-line related training issues and problems with applications. Support for DAU personnel and students is currently provided 12X5 (M-F 0600-1800 EST for manned services) through a variety of methods to include telephone assistance, email correspondence, direct customer contact, remote troubleshooting and onsite visits.

Respond to and track user inquires about system operation and application usage
Address software and hardware problems
Apply knowledge of installation and configuration of PC based computer hardware including: modems, LAN/WLAN cards, CD ROM drives, hard drives, expansion cards
Diagnose and resolve computer related problems
Answer questions about/handle problem relating to software to include, but not limited to the Microsoft Office Suite, Microsoft Exchange, Microsoft Lync, Antivirus products, Internet Explorer, Firefox, Chrome, Adobe, etc.
Field/prepare and install new hardware, i.e. PC's, MACs, printers and other peripherals
Provide technical assistance to high-visibility projects and tasks as requested
Configure DAU Laptops, Desktops and mobile devices.
Receive and log customer calls via telephone, voice, self-service tickets, walk-in and electronic mail.
Perform remote analysis of reported problems be able to take actions as appropriate
Initiate, follow-up and track warranty actions
Be the first line of defense for security issues
Log all request into the BMC Footprints tracking system
Escalate problems to other support personnel when a problem is not easily identified and corrected in a timely manner
Follow up with customers to ensure issues have been resolved.
Use hand tools such as wire cutters, strippers, screwdrivers, hammers, wrenches
Patching of cabling to provide connectivity to end points
Switch Port configuration and troubleshooting

Knowledge and skills:
Strong customer service focus
Excellent listening skills
Basic triage and troubleshooting skills
Detail oriented and well organized
Ability to multitask

Education and work experience:
Diploma in computer or IT related area of study or equivalent preferred
3+ years industry experience, support center or helpdesk preferred
ITIL Foundations v3 Certification desired
Microsoft MCSA or other similar certification desired
Working knowledge of networks and server/pc architecture

Clearance Requirement: Public Trust/ITII
Location: This position will be based out of our client site in California, MD