Technical Support Analyst Tier II

Colorado Springs, CO 80903

Posted: 07/08/2019 Employment Type: 3-6 Month Contract Job Category: Information Technology Job Number: 65

Blackstone Talent Group, an award winning technology consulting and staffing firm, is seeking a Technical Support Analyst Tier II to work at our client site in the Colorado Springs, CO.

If you are interested in discovering an exciting career at one of the most established enterprises in the city where each and every individual plays an important role, and every single person is essential to the cultivation and the overall success of the Organization then this is the place for you.

Essential Job Functions - the basic job duties an employee must be able to perform:

  • Provide on-site, desk-side customer support
  • Perform hardware, software, and peripheral troubleshooting and installation, and ensure support is clearly documented in tickets for resolution or escalation
  • Provide customer one-on-one training as needed to support business functions of the City of Colorado Springs
  • Work collaboratively with other team members to ensure customer computers, phones, mobile devices, peripherals, and core services are available and operational as well as ensuring a quality customer experience at all times
  • Troubleshoot computers, applications, printers, and peripherals remotely and desk-side using individual experience as well as documented procedures
  • Ensure proper IT system and data security is practiced at all times
  • Dispose of old and defunct equipment following documented process and procedures
  • Image and deploy desktop and laptop computers to customers

Knowledge Of:

Microsoft Windows XP through most current operating system

Microsoft ADUC (Active Directory Users and Computers), Exchange Tools

Microsoft Office Suite 2010 through current Office suite

Remote desktop technologies, various web browsers, workstation and peripheral hardware troubleshootin

Imaging best practices, anti-virus tools, basic SaaS connectivity, software licensing, client VPN capabilities, CoTS applications

TCP/IP, DNS, and DHCP, functionality

Processes and technology such as IT Service Management Tools, Microsoft System Center Configuration Manager, provision user shares, backup and recovery, archiving activities and tasks, SharePoint, mobile device support (iOS & Android), creating and managing user shares, print server operations, and Active Directory security and permissions

Computer hardware and software troubleshooting and diagnosis

MFD printers

Multi-vendor environments

Ability to:

  • Use current technology and procedures to image multiple workstations

Work independently using all available resources to resolve tickets and ensure service delivery

Provide accurate, professional, and timely documented updates to all assigned tickets Follow and execute documented and approved policy, processes, and procedures Operate in an IT (Information Technology) Service Management, specifically ITIL (Information Technology Infrastructure Library) based environment

Establish and maintain effective working relationships with customers as well as team members

Communicate clearly, concisely, and effectively orally and in writing

Adapt to and overcome difficult situations

Blackstone Staffing Services is a division of Blackstone Technology Group, a global IT services and solutions firm that implements digital transformation solutions across commercial industry verticals and the US Federal Government. Blackstone s global staff augmentation practice was founded in 1998. Blackstone Staffing Services has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in IT staffing and place both technical and creative talent across a variety of industries and sectors.

EOE of Minorities/Females/Veterans/Disabilities

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