Network Technical Support Analyst

Zycron has joined with a large corporation in search of a Network Technical Support AnalystFull Time - Contract to HireOnsiteNo sponsorship is availableNo Corp to Corp

• Serving as the first point of contact for users\customers seeking technical assistance through the help desk system, addressing user tickets regarding hardware, software, peripherals, and networking
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation, manuals, and training material for support, training and orientation to customers, new hires, and tech peers
• IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, Email support, and administration of Telecom systems.
• Implement and support according to regulatory compliance, policies, and procedures.
• Respond to alerts from various monitoring applications, providing a layered network security
• Participate and provide project support relevant to assigned duties
• Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
• Support Network Engineering and assigned engineering tasks and responsibilities in support of office and organizational operations. These tasks will support growth paths into more complex engineering responsibilities.
• Candidate may also be assigned other responsibilities such as planning, process improvement, equipment staging, etc. as change occurs
• Implement and support existing and new applications and technologies entering the infrastructure
• Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc)
• Support third party vendor applications - installation, user setup, user support, problem resolution with vendors engineers.
• Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
• Contribute to the development and implementation of 'best-practice' standards as well as departmental policies and procedures.
• Help determine, recommend, and implement hardware and software upgrades for business applications, desktop, laptop, etc.
• Provides leadership for the entire desktop support team.
• Point person to management for enterprise-wide desktop projects and initiatives.
• Participate in the 24/7 rotating on-call schedule, and handle issues that arise during off hours maintenance windows.
• Evaluate new software and systems.
• Configure and setup new devices to company and compliance standards (laptops, phones, etc.), and ensure new employees are set up properly and have access to necessary systems.
• Provide quality support to employees regarding hardware and software needs and ensure timely resolution of issues and follow up with employees.
• Resolve incoming support requests via the Helpdesk as needed with limited direct supervision.
• Maintenance of software and licensing.
• Assembly and delivery of new hardware.

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
• Hands-on experience with Windows/Mac OS environments
• Working knowledge or organizational productivity and operational software products
• Working knowledge of office automation products and computer peripherals. I.e.: phones, printers, and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Associates in Computer Science, relevant field, completion of appropriate technical course, certifications, or equivalent work experience
• 3-5 years of related work experience in desktop support

• Associate’s degree required, Bachelor’s degree in related field preferred.