Title: IT Support Analyst I
Type: Skillbridge Internship/ Remote
Company: ADHOC
Mission
Empower our customers to deliver digital services that promote the general welfare. To provide more detail, we chose the word “empower” because we felt it describes how we work as force-multipliers to what government does. We make things possible and give strength to our customers. The word “customer” comes from the root “custom,” something regular and present, and which implies an ongoing relationship. “Digital services” because we’re focused, first and foremost, on the people whom government serves. And “promote the general welfare,” a phrase from the opening of the Constitution, which is used to derive government’s mandate to spend money in providing services for people’s benefit.
Vision
We see a government that:
Is effective and efficient in delivering services to people.
Is in touch with the people it serves
Can find the right problems to solve
Can confidently apply technology
Is driven towards outcomes.
Can continually learn and adapt to change.
Primary Responsibilities:
In this role, you will serve as an individual contributor within a team; upon the direction and guidance of leadership, you will be responsible for supporting daily tasking activities, meeting deadlines, and supporting department operations. Primary expectations of an IT Support Analyst I include:
Responding to all helpdesk tickets and meeting established service level agreements (SLA)
Troubleshooting windows and mac systems, performing system maintenance; application installations and assigning software licenses
Engages with external Vendor support for Line of Business applications to support users
Manages inventory assets in our Asset Management System
Manages all software inventory asset during the onboarding and offboarding process
Abides by standard operating procedures
Responsible for configuring and setting up new equipment for onboarding team members; creating accounts and tracking asset assignments
Manages loaner laptop fleet and hardware inventory
Wiping and reimaging returned laptops; SLA reporting
Ability to identify and escalate issues as needed and engage with other team members
Attention to detail and providing well documented processes and work summaries
Assisting staff with transfer of system settings to new equipment
Shipping and receiving of user laptop equipment and accessories
Management of tracking purchases in our asset management system
Other duties as assigned (examples: IT projects, ISO documentation, etc.)
Basic Qualifications:
Associate's or Bachelor's, 0-1 years of experience
Relevant years of experience may be substituted for education
Limited exposure to, or demonstrated interest in IT
Experience with helping troubleshoot both hardware and software for a 100% remote company
Willing to work a flexible schedule during time sensitive deadlines