AFS is seeking an IT Operations Analyst, to provide on-site support primarily at the Arlington AFS office, and other locations as necessary.

The Work:

• Work closely with the technical manager to resolve issues that affects overall AFS.
• Work on more complex issues, including in-depth testing on various platforms to determine root cause, and work with Senior Tech from other locations (San Antonio and St. Louis).
• Work with vendors such as Microsoft, Apple and Konica Minolta to troubleshoot issues
• Provide technical expertise to junior techs on the team.
• Provide support to C-Suite (leadership).
• Develop and maintain knowledge of AFS workstations, software, standards, and policies.
• Respond to assigned customer-initiated incidents and service requests.
• Accurately document actions taken within tickets.
• Resolve incidents and complete tasks associated with service requests within SLTs.
• Follow up on tickets to ensure customer satisfaction.
• Provide Endpoint Support operations support for the Solution Bar and escalated incidents.
• Answer questions asked by customers, providing guidance and/or training as needed.
• Troubleshoot hardware and software issues reported by AFS customers.
• Seek assistance and escalate tickets as necessary.
• Perform hardware repairs, working with vendors as necessary.
• Printer support, includes configuring and managing printers as well as troubleshoot issues.
• Be self-sufficient when providing support.
• Develop an understanding of operational processes (new hires, borrowed, transfers, terminations).
• Follow defined processes and procedures where they exist, suggest creation/improvement where needed.
• Correctly update asset management system as necessary.
• Manage time and resources appropriately.
• Maintain high customer satisfaction ratings.
• Identify causes for customer dissatisfaction and recommend improvements.
• Collaborate with Service Desk and other teams to resolve incident.
• Assist with special projects as needed.

Here's what you need:

• Minimum 2 years experience support/troubleshooting Microsoft Windows 10 and Microsoft Office 2016
• Minimum 3 years experience providing customer service
• Proven ability to work independently and as a team member

Bonus points if you have:

• Experience with Active Directory, Azure, Jamf Pro
• CompTIA A+ certification
• Microsoft Desktop certification(s)
• Mobile device (Android, iOS) support
• Experience repairing Dell laptops
• Experience with remote management of printers, Konica Printers preferred
• Previous work on US Federal engagements
• Previous experience working with security compliance on laptops and other Endpoint devices
• Strong attention to detail and excellent customer service