Job Title: Technical Support Analyst

Location: 1775 Duke St, Alexandria, VA 22314 (Hybrid)  

Summary:

As a Senior UCC Technical Support Analyst, you will play a key role in providing the central point of contact for all IT-related inquiries, support requests from end users, and will be responsible for endpoint management and Help Desk troubleshooting for customers program.

Responsibilities:  

Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems
Leads architecture and support of unified communications (UCC) platforms and integrations
Will be responsible for integrating UCC tools with Microsoft 365 and network systems
Respond to ServiceNow tickets for workstation issues
Coordinate audio/visual setup for events and board meetings
Support digital signage and Teams Room devices
Manage endpoint provisioning using Intune
Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues
Perform account provisioning and workstation imaging
Support mobile devices and asset management
Perform account provisioning and workstation imaging
Track, manage, and provide monthly update on Help Desk utilization
Coordinate with Tier 3 help desk for firewall and routing issues
Mentor Tier 2 UCC staff and support VIP events
Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses
Attend trainings as requested
Will always maintain a high level of customer satisfaction and professionalism
Support Junior level staff

Requirements: 

Must be able to obtain and maintain a Public Trust security clearance
7+ years professional experience providing Tier 2 Help Desk experience
Bachelor's degree in information technology or equivalent experience
Must be able to be onsite in Alexandria, VA from 7:00am - 5:00pm EST Monday-Friday for project execution.
Microsoft Certified: Teams Voice Engineer Expert certification preferred
Experienced integrating UCC tools with Microsoft 365 and network systems.
Experience supporting Microsoft 365 applications (Teams, VoIP).
Support Teams meetings, webinars, and VoIP devices.
Design and manage Teams Phone and VoIP infrastructure.
Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune)
Experience with digital signage and UCC integrations
Experience supporting Teams meetings, webinars, and VoIP devices.
Must have experience coordinate A/V setup for events and board meetings.
Experience troubleshooting VTC and audio bridging issues.
Experience providing support for Windows 11 basics
ServiceNow help desk ticketing systems experience required
Experience providing mobile device support.
Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
IT asset management experience.
ServiceNow Help Desk and Administration experience required
Proven experience resolving tier 2 help desk tickets promptly and effectively.
Customer service driven
Excellent written and verbal communication skills

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