Technical Support Analyst
Position Summary
The Technical Support Specialist is responsible for the installation, configuration, and maintenance of IT equipment, as well as providing responsive troubleshooting and support for ongoing hardware, software, and network issues. This role serves as the primary point of contact for end-user technical assistance, ensuring systems remain operational and staff can work with minimal disruption.
Key Responsibilities
Equipment Installation & Setup
Install, configure, and deploy desktops, laptops, monitors, printers, and peripheral devices.
Set up and configure operating systems, software applications, and user accounts for new and existing staff.
Assist with the physical installation of networking equipment (routers, switches, access points) and cabling.
Image and prepare devices according to organizational standards and security policies.
Ongoing Technical Support
Respond to help desk tickets, phone calls, and in-person requests in a timely and professional manner.
Diagnose and resolve hardware, software, network connectivity, and peripheral issues.
Provide first- and second-level support, escalating complex problems to senior IT staff or vendors when necessary.
Support common business applications, email systems, and productivity software.
Knowledge Skills and Abilities
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.
Familiarity with device imaging, deployment tools, and system security best practices.
Knowledge of help desk ticketing systems and IT service management workflows.
Skills
Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.
Strong communication skills, with the ability to explain technical information in a user-friendly manner.
Excellent organizational and time-management skills to handle multiple requests and priorities.
Skilled in customer service and maintaining a professional, supportive demeanor with end users.
Ability to work independently as well as collaboratively within a team.
Ability to adapt to changing technology, tools, and organizational needs.
Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.
Ability to maintain confidentiality and follow security protocols when handling sensitive information.
| Skills | Required | Minimum Experience | Candidate Experience | Last Used |
| Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies. | Required | 4 | ||
| Familiarity with device imaging, deployment tools, and system security best practices. | Required | 4 | ||
| Knowledge of help desk ticketing systems and IT service management workflows. | Required | 4 | ||
| Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues. | Required | 4 | ||
| Strong communication skills, with the ability to explain technical information in a user-friendly manner. | Required | 4 | ||
| Excellent organizational and time-management skills to handle multiple requests and priorities. | Required | 4 | ||
| Skilled in customer service and maintaining a professional, supportive demeanor with end users. | Required | 4 | ||
| Ability to work independently as well as collaboratively within a team. | Required | 4 | ||
| Ability to adapt to changing technology, tools, and organizational needs | Highly desired | 4 | ||
| Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required. | Required | 4 | ||
| Ability to maintain confidentiality and follow security protocols when handling sensitive information. | Required | 4 | ||
| Experience with Helpspot as a ticketing system. | Nice to have | 2 |
| Questions | Questions | Answers |
| Question 1 | Commonwealth of security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment? | |
| Question 2 | What is your candidate's email address? | |
| Question 3 | what city and state is your candidate currently located? | |
| Question 4 | Does your candidate agree to interview and work on-site as required? |
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.