Onsite Support Analyst

Job Title: Onsite Support Analyst 

Job Description: 

We are seeking a dedicated and skilled Onsite Support Analyst to join our IT Support Services team. The Onsite Support Analyst will be responsible for providing technical assistance and support to end-users of the DC Child Support Enforcement System, ensuring the smooth operation and maintenance of IT systems and infrastructure. 

Key Responsibilities: 

• Technical Support: Provide onsite technical support to end-users of the DC Child Support Enforcement System, including troubleshooting hardware and software issues, diagnosing technical problems, and resolving technical issues in a timely manner. 
• User Training: Conduct training sessions for end-users to enhance their understanding of IT systems and applications, ensuring optimal utilization of technology resources. 
• System Maintenance: Perform routine maintenance tasks, such as software updates, system backups, and security patches, to ensure the stability and security of IT systems. 
• Documentation: Maintain accurate records of support activities, including incident reports, service requests, and troubleshooting steps, to facilitate knowledge sharing and problem resolution. 
• Hardware and Software Installation: Install, configure, and deploy hardware and software components, including desktop computers, laptops, printers, and application software, according to established procedures and standards. 
• Security Compliance: Ensure compliance with IT security policies and procedures, including user access controls, data encryption, and virus protection, to safeguard sensitive information and mitigate security risks. 
• Collaboration: Collaborate with the client, members of the IT support team and external vendors to resolve complex technical issues and assist with implementing system enhancements. 
• Quality Assurance: Conduct quality assurance testing of IT systems and applications to identify and address any defects or deficiencies, ensuring optimal performance and reliability. 
• User Support: Provide ongoing support and assistance to end-users, including answering technical inquiries, assisting with end-user ticket disposition, providing guidance on IT best practices, and escalating unresolved issues to higher-level support teams as needed. 

Qualifications: 

• Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent combination of education and experience. 
• Minimum of 8 years of experience in IT support or related field, preferably in a government or legal environment. 
• Strong technical skills, including proficiency in troubleshooting hardware and software issues, diagnosing network problems, and performing system maintenance tasks. 
• Excellent communication and interpersonal skills, with the ability to effectively interact with end-users of varying technical levels. 
• Knowledge of IT security principles and best practices, including familiarity with security controls, data privacy regulations, and incident response procedures. 

• Certifications such as CompTIA A+, Network+, or Security+ are a plus. 
• Ability to work independently and collaboratively in a fast-paced environment, with a strong commitment to customer service and user satisfaction. 

Experience with the following software:

• SQL Server
• Microsoft Office
• Adobe Acrobat
• JavaScript