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Technical Support Analyst

The Company:  CAIC
The Location: 

Columbia, SC, US, 29210

The Division:  Digital Services
Job Id:  2681

Job Summary

Implements strategies and common solutions; supports and maintains customer technologies on computer systems with the goal of improving the customers’ ability to leverage technology to support the business; operates systems on multiple platforms; uses associated software and hardware products including installing, configuring, and testing system software; monitors system capacity and performance; analyzes, resolves, and documents problems; researches and recommends enhancements to the infrastructure; plans disaster recovery procedures; provides technical consulting on the use and integration of applications into the organization’s infrastructure

 

Principal Duties & Responsibilities 

  • Meets with user staff to understand business requirements; provides operational support to all business partners to include all forms of end user computing devices 
  • Serves as the subject matter expert in performing complex maintenance and support of most customer products; works on projects as a project team member or lead, and may participate in project planning and requirements 
  • Troubleshoots and analyzes complex issues/problems specific to a broad range of infrastructure products and networking components; documents solutions and builds checklists for team use; provides on-the-spot training with clients and practices proactive knowledge-sharing 
  • Researches, evaluates, and recommends hardware and software technologies to support business initiatives 
  • Participates in the development and communication of solutions for client service improvements, including but not limited to documenting instructions, process improvements, solutions, technical articles, white papers, and proposals 
  • Provides basic-to-complex support on a broad range of products; acts as the subject matter expert in certain areas; escalates problems appropriately and monitors and maintains ownership of issues to ensure problem resolution; works on projects/systems/issues of small-to-medium complexity; provides daily operations support and maintenance for network systems 
  • Installs new software, hardware, upgrades, and peripheral devices; installs, configures, and maintains network components 
  • Performs other related duties as required

 

Education & Experience Required

  • Minimum Required Bachelor's Degree Computer Science, Information Systems or related field 
  • Minimum Required Zero to two or more years of work desk, computer operations or related experience
  • Minimum Required Working knowledge of basic-to-complex hardware and software products, problem-solving, and troubleshooting skills
  • Minimum Required Knowledge of the latest technologies obtained by attending training and conferences
  • Minimum Required Standing, walking, crouching, bending as necessary in the movement of PC peripherals, such as desktops, printers, etc. with moderate lifting of approximately 25 pounds

 

Or an equivalent combination of education and experience.

 

Job Knowledge & Skills 

  • Microsoft Platforms 
  • Intel-based PCs 
  • Microsoft Office 
  • Hardware and OS Mgmt 
  • Internet Computing 
  • Windows Technologies 
  • Networking Technologies
  • Software Evaluation 
  • Troubleshooting 
  • Network Security

 

Competencies 

  • Acting with Integrity 
  • Communicating Effectively 
  • Pursuing Self-Development 
  • Serving Customers 
  • Supporting Change 
  • Supporting Organizational Goals 
  • Working with Diverse Populations 

 

Working Conditions

The statements below describe the general nature and level of the work and are not an exhaustive list of all responsibilities, duties, and skills required.

Normal office environment (virtual or in-person)

 

Travel None

Required

 

Career Progression Acknowledgement:

Normal Career Progression - This is a normal career progression (NCP) position and incumbent may progress to the next level in the job family without further competition when there is an existing business need, qualifications identified in the job profile are met, advancement recommended by management, with human resources approval, and in accordance with company guidelines.


Nearest Major Market: Columbia
Nearest Secondary Market: South Carolina