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Mid-Level Technical Support Analyst
Quality Digital. Provide user support by telephone, remotely, or on-site .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support across various platforms, including Windows and Active Directory, while ensuring high availability and performance. Proficient in incident management, user training, and infrastructure design.
Highest-signal resume keywords
Windows KnowledgeActive Directory ConfigurationIncident ManagementITIL CertificationMCITP: EA or MCSE Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportRequirements AnalysisInfrastructure DesignVPN InstallationDirectory MappingEmail ConfigurationNetwork KnowledgeInformation Security BasicsClustering and NLB KnowledgeIIS Knowledge
Soft Skills
User TrainingProblem Solving
Tools & Technologies
Microsoft OfficeLotus NotesCITRIXTerminal Server
Certifications & Qualifications
ITIL CertificationMCITP: EAMCSE Certification
Industry Keywords
User SupportIncident HandlingHigh AvailabilityPerformance MonitoringTicket Management
Tech Stack
Tools & technologiesCitrix
About the role
Key responsibilities & impact- Provide user support by telephone, remotely, or on-site
- Record incidents, analyze and handle tickets, and escalate them to resolution groups when necessary
- Handle tickets related to operating systems, software, hardware, networks, Microsoft Office, databases, printers, peripherals, services, security, and products
- Provide technical support to ensure high availability and performance of clients’ platforms
- Guide and train users as needed
- Perform requirements analysis, infrastructure design and development, testing, acceptance, and deployment
- Perform directory mapping
- Configure POP/Exchange email and Lotus Notes
- Configure user profiles
- Install VPNs
- Configure Active Directory and IP settings
Requirements
What you’ll need- Knowledge of Windows
- Knowledge of Active Directory
- Knowledge of Certificate Services
- Knowledge of clustering and NLB
- Knowledge of IIS
- Knowledge of Terminal Server
- Knowledge of computer networks
- Basic knowledge of information security
- CITRIX knowledge is a plus
- ITIL certification is a plus
- MCITP: EA or MCSE certification is a plus
- Availability to work Monday through Friday, from 7:00 a.m. to 4:00 p.m.
Benefits
Comp & perks- An environment conducive to learning and professional growth
- Performance evaluations and feedback focused on continuous development
- Meal and/or food allowance
- Medical and dental insurance
- Pharmacy partnerships offering discounts on medications
- Childcare assistance in accordance with company policy
- Partnership with SESC, providing a variety of cultural and leisure activities
- Partnerships for language and technology studies, as well as access to a course platform
- Payroll-deducted loans at attractive rates
- Financial education program
- Corporate University and learning paths
- Referral program with opportunities for prizes and bonuses
- Group life insurance