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Field IT Support Analyst 1

Lanham, MD · Information Technology

Job description:

To facilitate our continued growth, we are seeking a dynamic problem solving Field IT Support Analyst to join us in a full-time position. In the role, you will be working together with the helpdesk support team to solve IT related problems with end users and be forming on-site visit to customer offices to resolve issues that couldn't be otherwise resolved remotely.
This role requires problem solving skills, industry acquired knowledge and great customer service aptitude. You will be expected to take and solve inbound support request through a series of troubleshooting and discovery conversations to solve, resolved and or escalate help desk request.


  • Perform customer site visit is needed
  • Assist with Major system role out/deployment (VoIP, PC, Router)
  • Effective troubleshooting and repair/replace hardware components
  • Effective troubleshooting and resolving software related issues
  • Properly and promptly entering time spent in real-time on support incidents
  • Setup and Provision PC/Desktop/Laptops and Setup of user software applications
  • Monitoring Helpdesk support queue and responding
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Efficient and follow best practices to resolve issues at root causes
  • Support of disaster recovery solutions
  • Updated and documentation maintenance and review in ITglue/ConnectWise
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Escalate service requests that require engineer level support
  • Improve customer service, perception, and satisfaction
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise
  • Performing site assessment to support the sales team on new opportunity


  • Must have 1 years working in Field IT Support role in the last 1-2 previous work history
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Must have 1 of the following certification
    • A+ Certified, Security +, (Windows 7), Network +, Apple Certified Associate
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Knowledge of Office 365 services
  • 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
  • Energetic phone skills, excellent listening skills, and strong writing skills
  • Strong organization skills
  • Exceptional level of motivation, energy and drive for extremely high levels of achievement
  • Possess a work ethic that sets a strong example
  • Proficiency with email, voicemail, MS Office
Accountability: The successful candidate will be someone who delivers on his or her promises and is comfortable being held to high standards
Dedication to first-class customer service: We believe a key to our success has been our fervent dedication to customer service. In your role as the primary contact with new and existing customers, your ability and desire to provide first-class customer service is critical to success.

HR Management
Smarthost Design Technologies LLC

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