IT Analyst
Pierce Technology Corp
Reston, virginia
- Resolves workstation issues throughout the organization to maximize firm-wide productivity and minimize system downtime.
- Responds to telephone, email, and in-person requests for technical support; including monitoring and responding to questions directed to assigned office IT GROUP e-mail alias.
- Tracks, documents, monitors, and completes all issues in Help Desk ticketing system to ensure timely and effective resolution, escalating to others in IT Support and overall IT as necessary to realize issue resolution.
- Provides comprehensive incident support for customers both in-person and remotely, including rapid problem resolution followed by root cause analysis and knowledge transfer by notifying others as appropriate based on problem documentation and escalation procedures.
- Runs diagnostic tests to isolate system problems and makes recommendations for potential solutions.
- Installs, maintains, and upgrades equipment and its associated...