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Desktop Support Analyst

State College, Pennsylvania · Information Technology
OVERVIEW
We have an opportunity for a talented Desktop Support Analyst to join our team at Mission Critical Partners. In this exciting role, you will be handling complex end-user support issues and providing support to team members and restoring services to the end users. The successful candidate must be able to explain intricate technical information to non-technical users and have an understanding of Incident, Problem, and Change Management processes. Schedule flexibility is a must as you will cover alternative shifts to support our teams around the country. The role requires a professional committed to success by embracing and living our core values of Persistence, Integrity, Trust, Accountability and Prudence.

POSITION LOCATION
Remote

EXPECTATIONS
  • Interface regularly and effectively with ticket submitters- Maintain, analyze, and fix computer systems, hardware, printers, and computer peripherals
  • Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
  • Facilitate user account management by handling onboarding, change and departure processes
  • Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
  • Understand concepts related to networks, servers, PCs, databases, hosted cloud systems, remote workforce environments, etc.

BASIC REQUIREMENTS, KNOWLEDGE, AND SKILLS
  • Proof of full COVID-19 vaccination (potentially including boosters) is an essential requirement of this role. MCP will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance where required, subject to approved medical or religious exemptions
  • Excellent written/verbal communication and organizational skills
  • Background in one or more programming or scripting language
  • Work remotely and support multiple time zones
  • Ability to work independently with minimal oversight
  • Be able to prioritize workload and perform in a fast-paced and challenging environment
  • 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange, and Microsoft Office Suite, Web Browsers, etc.
  • Comprehensive knowledge of Microsoft Windows 10
  • Deep understanding of Active Directory
  • Ability to support Microsoft Office 365 & Azure Services
  • Basic networking understanding (small and home office networks, VPN, etc.)
  • Ability to recognize, evaluate, and resolve problems effectively
  • Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
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ABOUT US:
Mission Critical Partners, LLC

Mission Critical Partners (MCP) is a leading provider of data, consulting, engineering, network and security solutions that are transforming segmented mission-critical networks and operations into interwoven ecosystems to improve response and justice outcomes in the communities and ever-expanding markets we serve. Through our breadth and depth of experience and an extensive network of resources, we are able to offer unique and successful solutions that help our clients improve technology and operations across a variety of industries ranging from public safety and justice to utilities, healthcare, and more. Additional information and career opportunities are available at MissionCriticalPartners.careers

As an Affirmative Action and Equal Opportunity Employer, Mission Critical Partners shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their U.S. military status, status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, age, sex, sexual orientation, gender identity, familial status or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or veteran status.

United States citizens, Green Card holders and those authorized to work in the United States are encouraged to apply. We are unable to sponsor H1b candidates at this time.
 

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