Brailsford and Dunlavey is seeking a highly skilled technical support analyst to join our growing team in Washington DC. Are you someone who prides themselves on being ambitious, disciplined, and resourceful. Are you driven by intellectual curiosity and pursuing a more challenging and rewarding career path? Do you desire to work in a collaborative, high-performance environment with leadership committed to fostering a culture of diversity and inclusion? If these qualities align with your values, B&D is the place for you!

Position Purpose

The technical support analyst will be responsible for troubleshooting computer operations so that end users can accomplish business tasks. This includes (but is not limited to) receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Technical Support Specialist will also work with the IT Operations Managers to manage and maintain all system platforms, communications services, and infrastructure support needs.

Position Responsibilities

• Field incoming help requests from end users via ticketing system, telephone, e-mail or in-person in a courteous manner. Document all pertinent end user identification information, including name, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions and actions taken to final resolution. Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Troubleshoot and resolve Level I and Level II trouble tickets related to technical difficulties with hardware, software, and the network.
• Triage Level III trouble tickets.
• Document, track, and monitor user problems to ensure a timely resolution.
• Verify with the customer that the issue has been resolved and the ticketing system updated accordingly.
• Manage the Azure | Intune infrastructure.
• Actively contribute to ongoing process improvement.
• Manage all communications systems (including, but not limited to):
• VoIP infrastructure
• Video conferencing infrastructure
• Desktop sharing infrastructure
• Provide one-on-one desk-side training for employees requiring assistance on software applications and/or IT equipment.
• Proactively determine fixes, document accordingly, and effectively communicate the solutions to the appropriate teams.
• Manage assets, inventory, new hires, and transfer employee processes.
• Performs additional duties as assigned with the effort and skills required to contribute to our continued growth.

Position Requirements

• Associate or bachelor’s degree in information technology or a relevant field is highly preferred
• 2-3 years of help desk technical experience and customer service experience.
• Technical certifications preferred
• Experience with Lenovo hardware is a plus
• Working knowledge of Microsoft Azure
• Ability to support Windows 10 desktops, both hands-on and remotely
• Understanding of and ability to troubleshoot Internet Explorer 10 & 11, Chrome, & Firefox
• Experience installing and troubleshooting Microsoft Office and Adobe products
• Understanding of a TCP/IP environment
• Experience using Remote Control applications to support customers, such as Windows Remote Desktop
• Ability to troubleshoot VPN/connectivity issues
• Ability to troubleshoot network printer errors
• Experience installing and configuring Windows OS (Windows 10)
• Willingness to learn quickly and excel in a fast-paced environment.
• Ability to take initiative and be proactive in all job areas.
• Ability to be well organized and maintain strong attention to detail.
• Strong interpersonal and communication skills (writing and speaking).
• Excellent customer service skills.
• Ability to work independently with minimal direction in a fast-paced setting, prioritizing and juggling multiple tasks and/or projects.
• Must be a confident team player who is willing to offer solutions to issues and new approaches to performing the team’s work.

Why work with us?

We lead the planning, development, and management of the places that shape and strengthen our communities. At B&D, you can make a meaningful impact on the communities around you while advancing your career. We strongly believe that for you to invest your career in us, we must also invest in YOU. That's why B&D offers a comprehensive benefits package that includes 100% company-paid medical, prescription, and dental insurance premiums for employees and their children. Our benefits package includes vision insurance, company-paid contribution to 401(K), paid time off, employee assistance programs, cell phone reimbursement, and much more! At B&D, we also prioritize growth opportunities, diversity and inclusion, mentorship programs, and work/life balance. Does it get better than this? We don't think so, and if you agree, we encourage you to apply with us today. We are excited to meet you.

The base annual salary range for this role is currently $55,000-65,000. Pay scales are determined by role, level, location, and alignment with market data. Individual pay is determined through interviews and an assessment of several factors unique to each candidate, including but not limited to job-related skills, relevant education and experience, certifications, abilities of the candidate, and pay relative to other team members.

Brailsford & Dunlavey is committed to providing a diverse and inclusive work environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

B&D participates in E-verify