IT Support Analyst

Woolpert, Inc. is a cutting-edge national architecture, engineering and geospatial (AEG) firm that delivers value to clients by blending site and architectural design excellence with innovative technology and geospatial applications.  Woolpert is certified as an Employer of Choice by Great Place To Work®.  We believe great companies are built from exceptional people and amazing clients. Because of our growth, we are seeking an experienced IT Support Analyst in the Virginia Beach, VA area.

The IT Support Analyst I will provide front-line primary technical support to end users on various technical issues and problems. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. The Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

This position will support multiple platforms including desktops, laptops, mobile devices, and video conferencing equipment. Independent work is required along with sharing information and assisting our IT Infrastructure team when needed.

Operational Management
• Provide exceptional customer service in person, via phone and email as appropriate.
• Perform analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with network and server administrators when needed to ensure efficient operation of the company’s infrastructure environment.
• When necessary, liaise with third-party support and equipment vendors.

Incident & Asset Management
• Following agreed procedures, identify, register, and categorize incidents.
• Gather information to enable incident resolution and promptly allocate incidents as appropriate.
• Maintain incident records and advise relevant persons of actions taken.
• Apply tools, techniques, and processes to create and maintain an accurate asset inventory.
• Produce reports and analysis to support asset management activities to aid decision making.

Knowledge & Experience
• Strong Microsoft background: Windows, and components of Microsoft 365 (M365) including Teams.
• Support experience with laptops, desktops, workstations, and tablets.
• Technical knowledge of internal PC components, including video cards, RAM, HHD’s and system boards
• Experience supporting cloud-based technologies.
• Working technical knowledge of system imaging using SCCM or similar system management platforms.
• Experience in asset management practices.
• Knowledge of remote system control procedures.

Personal Attributes
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.

Work Conditions
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and associated peripherals.
• Travel occasionally when required.

Formal Education & Certification
• College degree or 2-5 years equivalent IT work experience
• Microsoft certifications a plus

Presenting Opportunities and Challenges at Every Turn...
As a firm that recognizes the importance of developing top talent from within, our employees have access to a wide range of training and coaching programs and are rewarded for their achievements through our excellent benefits package and competitive salaries.

Our vision: http://woolpert.com/about-us/

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

To all agencies: Please, no phone calls or emails to any employee of Woolpert or any of our subsidiaries about this requisition. All resumes submitted by search firms/employment agencies to any employee at Woolpert via-email, the internet or in any form and/or method will be deemed the sole property of Woolpert, unless such search firms/employment agencies were engaged by Woolpert's Talent Acquisition Team for this requisition and a valid agreement is in place. In the event a candidate who was submitted outside of Woolpert's applicant process is hired, no fee or payment of any kind will be paid.