Job Overview:

We are seeking a dedicated and detail-oriented IT Support Analyst to join our dynamic IT team. In this role, you will be responsible for ensuring the smooth delivery of IT services and support to our clients, both onsite and remotely. In Washington DC and the surrounding area. You will play a crucial role in onboarding new clients, maintaining system integrity, and providing ongoing technical support.

OMNI's IT service capabilities include Managed Services, Cybersecurity, Professional Services, Cloud, vCIO and vCISO consulting. We have a customer-focused organization which empowers its employees to exceed customers expectations. OMNI is known for the great care we take with clients and employees alike. We aim to promote from within and foster a culture of teamwork and collaboration. We offer a full benefits package and rewarding compensation.

Service Delivery Responsibilities:

Client Onboarding and Documentation: Provide onsite service delivery for new clients, documenting detailed information about their IT environment, including network infrastructure.

Installation of Tools: Install and configure all necessary remote support tools to facilitate efficient service delivery.

System Monitoring: Perform daily checks of relevant dashboards for all Managed Service customers to ensure optimal performance.

Project Support: Assist in the delivery of IT projects, providing technical support as needed.

Standard Operating Procedures: Create and maintain SOPs for common operational tasks to enhance team efficiency and ensure consistent service quality.

Reporting: Generate and review monthly reports to confirm that all clients are receiving the services they have subscribed to.

Audits: Conduct weekly audits of client tickets, system checks, and tool reviews to ensure that all components are functioning correctly.

Ticket Handling: Provide support for tickets escalated from the Helpdesk, ensuring prompt and effective resolution.

Helpdesk Documentation: Supply detailed documentation to the Helpdesk regarding specific client requests to facilitate a smooth support experience.

Interaction Logging: Log all customer interactions in detail, including information on issues and their resolutions.

Customer Support: Take ownership of customer help requests, ensuring timely and thorough completion to achieve customer satisfaction.

Technical Support: Serve as the primary help desk contact for our clients, providing comprehensive IT, technical, and desktop support.

Hardware and Software Management: Install, maintain, and upgrade workstation, server, cloud services, and peripheral hardware and software as required.

Qualifications:

Technical Experience:

Experience with ConnectWise is a plus.

Experience with System Automation and remote control is highly desirable.

Microsoft 365 Certified: Administrator Expert is highly desirable.

Experience with Troubleshooting Windows, and Mac OS

CompTIA Network+ and CompTIA Security Plus

Familiarity with virtualization technologies like VMWare or Hyper-V.

Experience with cloud platforms such as AWS, Google Cloud, or Azure.

Security certifications like CompTIA Security+, and Network +.

Soft Skills:

Strong problem-solving, communication, customer service, and time management skills.

Ability to explain complex IT concepts to non-technical stakeholders.

Reporting To: Director of Service Delivery