IT Support Analyst

Roles and responsibilities

• Support and maintain the Embassy network in accordance with the PWS/SOW.
• Provide help desk support to staff and subcontractors as required.
• Coordinate with the KBR corporate IT Helpdesk on new user account creation and maintenance.
• Accounts may include login, email, and access to KBR corporate systems.
• Maintain local user accounts.
• Maintain and troubleshoot operational network infrastructure, including routers, switches, and wireless devices.
• Perform computer imaging and deployment.
• Assist users with hardware and software configuration of computers and accessories.
• Install and document approved software and peripherals.
• Assist with troubleshooting and repair of IT equipment (PCs, printers, and scanners, etc.).
• Provide local client support for a variety of business applications.
• Provide additional assistance as needed to support requirements and directives.
• Perform other duties as assigned.
  

Basic Qualifications

• Requires the completion of a 2-year Technical School program in Information Technology, Computer Science, or related field.
• Must have at least 2 years of experience as a local area network (LAN) Systems administrator.
• Requires at least 2 years of experience debugging software and hardware, printers, and peripherals.
• Must have completed advanced training in Microsoft Office Professional software Word, Excel, PowerPoint, Outlook, Access and Internet Explorer.
• Must be able to successfully complete a 5-day government Work Orders in Windows (WOW) training course as needed.
• Must have experience in an austere OCONUS environment working with a multi-national work force.
• Requires cross-cultural sensitivity with an international perspective.
• Must be proficient with Microsoft Office suite of products.
• Requires proficiency in the use of the internet and computer operating systems at an administrator level.
• Must be able to diagnose and repair hardware components and software applications.
• Must be able to build office networks.
• Must be able to troubleshoot and maintain copper and fiber optic network equipment.
• Requires expertise in collecting, analyzing, and summarizing data and preparing daily reports and work orders.
• Must be knowledgeable in the principles and processes involved in supporting IT-related functions at an overseas facility.
• Must be able to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules.
• Excellent organizational and time management skills are required.
• Requires strong proficiency in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Requires English fluency and expert communication skills to facilitate and disseminate information.
• Must have a valid Driver’s License.

Desired candidate profile

1. Technical Troubleshooting:

   • Proficiency in diagnosing and resolving hardware, software, and network issues.
   • Experience with operating systems like Windows, macOS, and Linux.

2. Ticketing Systems:

   • Familiarity with IT Service Management (ITSM) tools like ServiceNow, Jira, or Zendesk.
   • Logging, prioritizing, and tracking support tickets to resolution.

3. System and Application Support:

   • Providing support for commonly used applications (e.g., Microsoft Office 365, Google Workspace).
   • Troubleshooting enterprise software, cloud platforms, and custom applications.

4. Network and Connectivity Support:

   • Resolving issues related to Wi-Fi, VPN, and LAN/WAN connections.
   • Basic knowledge of networking protocols (e.g., TCP/IP, DNS, DHCP).

5. Hardware Support:

   • Repairing and maintaining desktops, laptops, printers, and peripherals.
   • Assisting with device configuration and setup.

6. Remote Support:

   • Using remote desktop tools (e.g., TeamViewer, AnyDesk) to assist users offsite.
   • Supporting remote work environments and virtual desktop infrastructure (VDI).

Soft Skills:

1. Customer Service:

   • Providing a user-friendly experience and maintaining a customer-focused approach.
   • Building rapport with users and managing expectations effectively.

2. Communication:

   • Explaining technical issues in simple terms for non-technical users.
   • Documenting solutions, user guides, and FAQs clearly and concisely.