Strategic Innovation Group (SIG) seeks several full-time 1099 contractors to serve as IT Analyst (Tier 1/Tier 2) providing onsite and remote support to the Washington Metropolitan Area Transit Authority (WMATA). This individual will provide technical support for workstations, hardware and software used within WMATA and at client sites. The ideal candidate will have strong technical, organizational, and interpersonal skills. They should be comfortable with multi-tasking and able to function effectively in a fast-paced environment. SIG is a fast growing 8(a) government contractor based in Arlington, Virginia. We offer a broad range of technical expertise and experience in Professional Services, Digital Transformation, Data Management/Data Science, and Systems Modernization. At SIG, our people are our mission. Come join our team!
ESSENTIAL DUTIES AND RESPONSIBILITIES The essential functions include, but are not limited to the following: Conduct diagnostics and evaluations to determine solutions and alternatives by answering questions, requests and work orders. Perform Tier 1/Tier 2 support for one or multiple systems and releases of varying levels of complexity. Intercept and manage customer IT service requests via telephone, fax, e-mail, or walk-in. Log a service ticket for every customer interaction regardless of the mode of communication (email, phone, fax, or walk-in). Troubleshoot and triage service requests face to face and/or via remote access. Resolve service tickets or escalate to other support entities as needed and within SLA parameters. Ensure service levels are maintained across all of IT. Oversee all client hardware/software purchase requests. Support WMATA’s PC Refresh Program. The program includes but not limited to: replacing old computers with new computers provided by WMATA; migrating data and settings from old computers to new computers; scheduling appointments with respective customers; performing surveys for quality assurance purposes and other administrative duties as needed. Work with IT infrastructure team to develop and implement IT strategic and operational plans. Plan and coordinate large-scale application and hardware deployments. Participate in the planning, installation, operation and maintenance of WMATA-wide desktop software. Support computer and peripheral moves for customers moving offices or cubicles to new locations. Provide special services that include on-site moves, Endpoint hardware setup and support, and projector support and installation, site and station manager kiosk support. Perform endpoint device imaging. Adhere to all WMATA policies and procedures Additional duties as assigned Onsite Tier 2 Analysts must be certified to perform IT equipment repairs. While on a service call, the Tier II technician must fully restore the customer’s equipment and functionality. The onsite support includes but not limited to: Troubleshoot and repair damaged hardware. Cleaning, testing, troubleshooting, and repair of onsite IT equipment. The equipment includes but not limited to computing hardware and peripheral: CPU chips, motherboards, tablets, interface cards, hard drives, memory, keyboards, monitors, printers, tablets, UPS including the batteries, and other components, as well as restoration of software and data. For under-warranty equipment, coordinate part/equipment replacement with the OEM. For out-of-warranty equipment: Research and specify replacement parts which meet or exceed the original part in quality and functionality. Provide cost estimates for the required replacement parts. Order damaged parts and perform equipment repairs. In coordination with IT’s inventory control team, maintain an optimal cache of commonly needed replacement hardware to ensure rapid replacement/substitution of components not covered by a warranty. Maintain and provide monthly summary of repairs REQUIRED EXPERIENCE/QUALIFICATIONS Minimum 4 to 7 years’ experience in a high profile and fast-paced Help Desk/Desktop Support environment required. Minimum two (2) certifications: CompTIA (e.g. A+, Network+, or Security+), Microsoft (e.g. MCSE, MCSA, or MCDST), ITIL Foundations, Dell Certification, etc. Must be available to work rotating shifts that span 24 x 7 x 365. Flexible working hours: 6:00a.m. – 11:00pm (Monday to Friday), rotating on-call support for evenings, weekends, and holidays. Experience in a commercial IT environment with over 5,000 users. Strong customer service experience. Experience supporting users in Microsoft Windows OS versions 7, 8.1 and 10, Office 2013 Pro Pluc and Pro Plus 2016, Project, Visio, Outlook, Skype for Business, and OneDrive Service. Experience supporting various browser environment: Internet Explorer (IE) 9, 10, 11 and Edge. Other unsupported browsers may exist in the environment. Some background in financial systems support. Demonstrable experience making non-technical users comfortable with technology concepts. Proficient time management skills and detail-oriented organizational skills. Provide customer-oriented results and build an efficient end-user support environment. Have a solid understanding of and ability to utilize performance metrics. Comfortable with rapid changes in direction and environment. Able to analyze and resolve complex technical problems over a wide variety of systems. Proficient with Windows 2007 server environments and Active Directory. Knowledge of Microsoft Office Suite. Proven success in coordinating and leading activities. Excellent written and verbal communication skills. SPECIAL REQUIREMENTS/SECURITY CLEARANCE Must be able to pass a background check Onsite support may require local travel PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
active-directory data-management itil Data Science Microsoft Visio Microsoft Outlook onedrive Microsoft Office Digitalization Windows Tier 1 market Tier 2 market internet-explorer Project management