Technical Support Analyst 3

About the Role

We need a skilled Desktop/Technical Support Technician to support a medical facility in Warrenton, VA. The site hosts about 200 IT devices, including desktops, laptops, phones, printers, and mobile phones. The candidate will assist IT Management with integration, management, and support of the Information Technology program for the facility, as well as provide support to remote Veterans Benefits sites. This position involves independent IT administration and technical support for agency‑specific software and hardware systems.

Responsibilities

• Set up, configure, and maintain PC desktops, laptops, and related peripheral devices (printers, scanners, etc.) and networking equipment.
• Configure, troubleshoot, and support Android and Apple mobile devices.
• Support and troubleshoot LAN/WAN environments, including network protocols and concepts (TCP/IP, DNS, DHCP, etc.).
• Install, administer, troubleshoot, and train users on email applications (Google Suite, PST files, calendars, distribution lists, etc.).
• Perform basic IT inventory control, ticketing, and reporting.
• Configure and troubleshoot analog and digital phone systems.
• Resolve network and infrastructure issues; set up, configure, manage, and troubleshoot routers, switches, and wireless access points.
• Address desktop and laptop hardware problems, software issues, general application troubleshooting, mobile device concerns, and telephone system problems.
• Identify security vulnerabilities and promptly report security incidents.
• Track end‑user support activities through the ticketing system.
• Monitor network and computer system performance.
• Travel to regional benefits offices (up to 20% of time) with expenses reimbursed.

Skills

• Proficient in installing, troubleshooting, and administering Windows Operating System, Microsoft O365, Microsoft Edge, Google Chrome, and all IT assets.
• Strong knowledge of network and IT security concepts.
• Ability to document system changes, update training materials, and create clear procedural documentation.
• Excellent customer service, communication, teamwork, and problem‑solving abilities.
• Good organization and time‑management skills.
• Experience with McAfee Anti‑Virus, Adobe Acrobat, and other commercial business software products.

Qualifications

• Valid driver’s license, clean driving record, and reliable personal transportation (required for occasional light travel to satellite offices).
• Ability to lift up to 50 lb frequently and perform repetitive motions, including standing, sitting, reaching, walking, bending, and climbing.
• Willingness to travel up to 20% to NOVA and Front Royal areas; travel expenses will be reimbursed.