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Helpdesk Analyst

M3 Technology Consultants, Inc.
Centreville, VA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Company Profile: A growing IT Managed Service Provider in Centreville, Virginia and Denver, Colorado is seeking a Tier 1 Client Analyst to support existing and new clients. Our clients range from professional service firms to non-profit organizations. Our services range from basic IT support to advanced network engineering and strategic planning.

Position Profile: Our firm is seeking an IT professional with 3-4 years of experience as a helpdesk technician supporting multiple clients remotely. This position requires daily interaction with clients so excellent communication skills and previous experience in a similar environment are required. You will be looked to for technology guidance from our clients, so a cool demeanor and wide range of knowledge in all aspects of technology is critical.

Essential Duties and Responsibilities:

· IT support relating to technical issues involving Microsoft's core business applications and cloud offerings, as well as virtual environments

· Troubleshooting workstation, networking and server issues remotely

· Manage and support disaster recovery and business continuity solutions

· Technical support of networking equipment: WAN and LAN connectivity, routers, firewalls, and security

· Remote access solution implementation and support: VPN, Terminal Services, and Citrix

· Maintain and create documentation for hardware, applications and SOP’s

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction

· Ability to work in a team environment and communicate effectively

· Escalate service or project issues that cannot be completed within agreed service levels

· Develop in-depth knowledge of the service catalog and how it relates to customer's needs

· Document internal processes and procedures related to duties and responsibilities

· Responsible for entering time and expenses

· Work through project tickets and phases as assigned

· Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Preferred:

· Professional IT Certifications, such as: Microsoft MCP or CompTIA A+

· Associates or Bachelor's Degree in a related technical field

· Experience with Microsoft’s full stack of Desktop and Server applications as well as Office 365 and Azure

· Experience supporting Mac devices

· Working with applications in the A.E.C field like: AutoCAD and Revit

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

· Diagnosis skills of technical issues

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization's key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT services

· Typing skills to ensure quick and accurate entry of service request details

· Self-motivated with the ability to work in a fast-moving environment

· US Citizen and willing to take a drug test and undergo a background check

Employment Type: Full time with benefits package including Health, Dental, Vision, 401k, ADD, STD, LTD, Life Insurance, Paid Annual Training and Cell Phone Reimbursement

M3 Technology Consultants, Inc.

Why Work Here?
Great place to work with fun people. We treat each other like family and team chemistry is wonderful. Tenured staff and low turnover.


5900 Fort Drive

Centreville, VA



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