IT Support Analyst

Siemens Government Technologies’ (SGT) IT organization is looking for a highly motivated IT Support Analyst with a strong desire to solve technical problems, excellent communication skills, and a passion for customer service.

About the role

As the IT Support Analyst, you will provide Tier 1 service desk support, troubleshoot technical issues, and collaborate with subject matter experts in the IT functional groups.

Responsibilities

• Monitor incoming service desk tickets to understand broad trends and identify dependencies that individual agents can’t see when working on an individual ticket
• Collaborate with IT team members to ensure that support requests are resolved in a timely and efficient manner
• Identify opportunities to improve the quality and efficiency of the support process, and implement best practices and process improvements as needed
• Identify, research, and resolve technical problems
• Provide support for SGT’s AWS and Microsoft 365 cloud solutions
• Closely work with Systems Administrators to troubleshoot and resolve IT operational issues
• Provide exceptional, responsive IT support to the executive leadership team (ELT), customers, and visitors at SGT’s corporate headquarters, ensuring their technology needs are met with professionalism and urgency during all interactions
• Serve as the primary point of contact for IT issues arising within the SGT’s Crystal City office
• Provide onsite IT support for the office and conduct regular walkthroughs to proactively identify and resolve potential IT issues in the office environment
• Maintain and troubleshoot IT-supported hardware and coordinate repairs or replacements as needed
• Support onboarding and offboarding processes for employees, including workstation setup and account provisioning

Requirements

• Associate of Applied Science or higher degree in Computer and/or Information Technology or comparable technical foundational certifications in ITIL, CompTIA A+, AWS, or Azure
• Minimum of 1 year of experience in a service/help desk or technical support role
• Experience supporting Microsoft Office and Microsoft 365
• Strong problem-solving skills and methodical troubleshooting
• Ability to learn new skills and keep current with rapidly changing information technology
• Ability to work independently
• Ability to deliver high-touch, customer-focused IT support for executive leadership and others in a corporate headquarters environment
• Ability to commute daily to the Crystal City office and maintain punctual attendance during required hours (Monday through Friday 8:00am to 5:00pm EST)
• Comfortable working in a collaborative, in-person environment with frequent interaction with office staff
• Flexibility to support after-hours or weekend IT support needs for critical incidents or scheduled maintenance
• Candidate must be a United States Citizen with the ability to obtain and maintain a U.S. Government Security Clearance

Preferred Qualifications

• M365 experience
• Azure experience
• AWS experience

Pay

$73,440.00 – $99,246.00

Schedule

Monday through Friday, 8:00am to 5:00pm EST