339 Support Analyst jobs in McLean

Description

We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.

Summary:

The newly established Centre of Excellence (CoE) will operate the IFS Cloud ERP platform and an integrated landscape of complementary technologies, supporting the business in achievement of their strategies and enabling business change and transformation efforts.

The IFS Application Support Analyst will play a critical role in supporting the implementation and ongoing maintenance of the IFS ERP system. This role involves providing technical support, troubleshooting issues, and ensuring the smooth operation of the system. As a subject matter expert within the CoE, the analyst will contribute to refining support processes, building the confidence and capability of end users and driving adoption.

Requirements:

Application Support:

• Provide first and second-line support for the IFS ERP system, addressing user issues and system errors.

• Troubleshoot and resolve application-related problems, including analyzing system logs and error messages.

• Configure, sustain and support value stream specific technology platforms.

• Assist with system configuration and customizations as required.

• Maintenance and execution of user roles and permissions for IFS and connected systems in line with agreed structures and processes

System Monitoring & Maintenance:

• Manage the system technical environments and platforms to ensure reliability, performance and security with best practice.

• Monitor system performance and health, identifying and addressing potential issues before they impact operations.

• Ensure the successful completion of maintenance tasks, including system updates, backups, and patch management.

• Support the implementation of product updates and enhancements.

User Support & Training:

• Act as a point of contact for end-user support, providing guidance and resolving inquiries related to IFS applications.

• Responsible for the ongoing effectiveness of user training. This includes ownership and maintaining training materials, and where necessary running training sessions to ensure effective use of the system.

• Create and maintain user guides, knowledge articles, and other support documentation.

Incident, Problem and Request Management:

• Log and track tickets in the Service Management solution, ensuring timely resolution of incidents and requests.

• Undertake proactive Problem Management, identifying and addressing recurring issues to prevent future occurrences.

Data Management & Reporting:

• Assist in managing data integrity and quality within the IFS system.

• Identify trends and patterns to optimize performance of process, workflows and the user experience.

• Generate and analyze reports to support business operations and decision-making.

Evolution of the Centre of Excellence:

• Contribute to the development of CoE best practices, standards, and documentation.

• Participate in knowledge transfer activities and support the development of the CoE.

• Identify opportunities to introduce automation and proactive support initiatives.

• Identify opportunities to shift first line support activities to the IT Service Desk.

Collaboration & Communication:

• Maintain robust working practices and relationships across the Centre of Excellence.

• Work closely with other IT teams, business units, and external vendors to resolve issues and implement changes.

• Communicate effectively with users and stakeholders to ensure clear understanding of system status and support activities.

Additional Responsibilities:

• Stay current on IFS product updates and industry best practices to provide informed support.

• Assist in the creation and maintenance of support-related documentation and knowledge base articles.

• Participate in system testing and validation for new features or changes.

• Support CoE or project teams with system-related tasks and initiatives.

• Willingness to be part of an out-of-hours call out rotation.

Qualifications:

• High School diploma required.

• Associate's degree in computer science, information systems, statistics, mathematics, economics, or related field preferred.

• Bachelor's degree in computer science, information systems, statistics, mathematics, economics, or related field preferred.

• 3 or more years' experience with IFS 10 or IFS Cloud required.

• 3 or more years' experience in supporting, implementing, and maintaining integrated applications required.

• 5 or more years' experience of troubleshooting of standard applications and application architectures required.

• Ability to travel domestically 5 to 15% required.

Knowledge:

• Expertise in at least one of the following IFS areas, and enthusiastic to broaden your understanding across other areas: Finance, Supply Chain, Procurement, Projects, Human Capital Management, Asset and Service Management

• Understanding of IFS Solutions Manager related functionality, profiles and permissions setup.

• Ability to perform workflow automations using IFS Events and Migration jobs, Custom Configurations, Lobbies and Reporting

• Familiarity with ERP implementation processes and support best practices.

• Proficient in applying ITILv3 good practice, such as Incident Management, Change Management, etc., to all essential functions and responsibilities.

Skills:

• Troubleshooting and resolving technical issues related to IFS applications.

• Strong analytical skills with the ability to assess and resolve system problems effectively.

• Good documentation skills for creating user guides, knowledge articles, and support materials.

• Ability to create and deliver training content tailored to various user levels.

• Proficient in Microsoft Office products.

Abilities:

• Ability to manage multiple support requests and prioritize tasks efficiently.

• Strong communication skills for interacting with end-users and other stakeholders.

• Capability to work independently as well as part of a team.

• Ability to adapt to changes in system requirements and support processes.

Anticipated base salary range: $75,000 - $94,000

The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.

RES offers benefits that are effective first day of employment. These benefits include the following:

• Medical, Dental and Vision

• Health Savings Account with employer contribution

• Flexible Spending Accounts

• 4x pay Basic Life and Voluntary Life

• Short and Long Term Disability

• Accident, Hospital, and Critical Illness

• 401 (k) plan with 6% company match

• 4 weeks Paid Time Off (PTO) and 10 Paid Holidays

• Tuition Reimbursement and Green Car Reimbursement

• Volunteer and Charity Matching

• Paid Parental Leave and Paid Sabbatical Leave

• Employee Referral Bonus

• Employee Discounts and Wellness programs

• Wellness Reimbursement

Physical requirements and environment:

The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rarely: Climbing, crouching, kneeling, pulling/pushing/lifting between 5-15lbs., and stooping are required.

Occasionally: Carrying 5-15lbs., gripping, handling, pinching, and walking are required.

Frequently: Standing is required.

Constantly: Reading, grasping, hearing, reaching, vision, repetitive motion, and sitting is required.

Rarely exposed to extreme cold, heat, and humidity, and wet climates, in the working environment.

Occasionally exposed to noise and hazards in the work environment.

We maintain a drug-free workplace. Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

#LI-Remote

ReqID:

REQ-6508

ROLE: MS Office Suite Applications Analyst

REQUIRED:

Active Public Trust Clearance - Moderate or High Risk

2-5 Years of demonstrable experience providing direct & indirect user support to personnel on the subject software suite

Location: Onsite in Norfolk, VA & D.C.

DESCRIPTION:

On-site support required for the USCG C4IT Learning & Media division, as well as for CG-DOL. Team support includes Web/SharePoint, IT Customer support for MS Office, Adobe Creative Cloud, hardware issues, and Graphics support. Performed at Coast Guard Headquarters (CGHQ) in Washington, DC and at CG-DOL in the Norfolk, VA area.

Constellation West is a 29-year WOSB and Prime Federal Contractor bidding on IT work for DHS supporting a USCG Mission.

Personnel we include at this time will have first right to openings when awarded.

ABOUT US:

Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances.

Constellation West strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference!

Benefits include but are not limited to:
• Competitive 401(k) plan with employer match
• Competitive Health Benefits with employer contribution
• Discounted Dental & Vision Benefits
• 11 Paid Holidays per year
• 15 Days starting PTO for new hires
• Tuition /CE reimbursement
• Pre-Tax Commuter Benefit Accounts
• STD/LTD/Life Insurance with buyup options
• Veteran Hiring Preference
• Conversion to an Employee-owned firm (ESOP) in 2025-a lucrative retirement benefit!

We are an Equal Opportunity Employer

Constellation West is proud to be an EEO/AA employer M/F/D/V

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Constellation West will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

APPLY HERE TODAY

• Communication is vital as they will work with and communicate with both the business and IT.
• PHARMA experience required.
• LinkedIn bio required

Description

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.

• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.

• Access knowledge bases and resources on the Internet to aid in problem resolution.

• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.

• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate's degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.

• Application support experience with Office 365 products with an emphasis on Word and Excel.

• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.

• Exceptional written and oral communication skills.

• Ability to work in a fast-paced team environment.

• Exceptional customer service orientation.

• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.

• Ability to absorb and retain information quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000

• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000

• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) (

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

• Foster and exemplify customer-first service.
• Assist with all technical support activities for the DC Office. May be asked to assist with technical support for other regional offices as needed.
• Monitor e-mail and skype for un-ticketed user requests and incidents that were not sent via the Service Desk and ticket as appropriate.
• Work closely with other firmwide IT techs as necessary to assist them with local technical issues and take proper steps to escalate to Regional Manager or Service Desk.
• Attend bi-monthly Technical Analyst meetings and provide feedback regarding best practices, lessons learned, new troubleshooting findings or methods.
• Support off-hours needs related to moves, computer room upgrades, scheduled maintenance outages, projects and urgent user support matters.
• Assist with occasional one-on-one user training.
• Initiate, complete, and follow-through with all assigned and self-generated tickets.
• Maintain IT Asset Management database to ensure it is kept current and accurate.
• Build firm standard PCs and laptops per firm guidelines.
• Organize, build, and maintain proper loaner and hot-swap equipment and deliver to users on time per firm guidelines.
• Assist with maintaining printer maintenance records and inventory, and, swap printers as equipment reaches end of life and new equipment is received.
• Serve as a vendor contact for all printer problems.
• Provide mobile device support for iPhones, Androids, and iPads in accordance with the firm's AirWatch program.
• Provide setup and support of remote access and two-factor authentication software (MFA).
• Advise DC-IT Manager regarding any requests or incidents that should be immediately reported to his/her attention.
• Provide proper follow-up, updates, and project status to the manager. Ensure proper follow-up is provided to all end users who may have reported a problem or requested technical assistance from the DC Technical Support group.
• Provide assistance with audio visual/teleconferencing setups, including:
• Laptop/projector connections.
• TVs including Plasma, LCD, or LED
• Support and maintain over 20 conference rooms including a conference center with 100 plus capacity.
• Support and setup our internal videoconference solution as well as external videoconferencing solutions such as WebEx, Skype and Zoom.
• Install and beta test new technology, and, assist with telecom-related issues as necessary.
• Support Wi-Fi, cellular data, laptop cards and Mi-Fi devices.
• Install and test new hardware and software technology.
• Assist with LAN cabling patching and troubleshooting; and act as remote hands for network engineers.
• Complete workstation set-ups for new arrivals, visitors, etc. and complete equipment moves per schedule and at times not scheduled.
• Perform approved software installations and other tasks as requested by the Regional IT Manager or as required by customers.
• In rotation with other local IT staff, serve as 24/7 on-call emergency technician.
• Closely monitor the ChangeGear service management system to ensure assigned tickets are updated in a timely manner. Use the best business protocol for follow up communication with an end user.
• Conduct routine inspections of various IT spaces, e.g., conference rooms, visitor offices, MDF, IDF rooms.
• Quickly assess and escalate hardware and/or network problems to third level IT support groups for assistance. Proactively review current infrastructure and assert good judgment to know when to coordinate equipment replacement during repair period.
• Participate in major IT projects and rollouts, assuming a key role as directed by the Regional Manager or Director.

• Customer service is paramount in this role.
• The candidate should have a desire to provide excellent customer service.
• Several years of law office support experience is desired.
• Experience should be specific to providing technical support to the firm's users.
• A working knowledge of legal applications including document management systems is also highly desired.
• Comprehensive knowledge of Active Directory, Microsoft Office Suites 2010 and above is required.
• Possessing an A+ or a similar computer certificate or degree in computer sciences is a plus.
• Additional understanding of printers, remote access tools and mobile devices are required.
• A basic understanding of network engineering and IP-based telecommunications is required.
• This position involves overtime and/or shifts on weekends or corporate holidays when necessary.
• Although an occasional requirement, the successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, both to domestic and/or international offices.
• Excellent organizational skills, customer service, and desk side support skills are required.
• The successful candidate must be self-motivated and possess a high attention to detail.
• Must also possess excellent interpersonal, critical thinking and time management skills, as well as excellent oral and written communication skills.
• This position requires ability to lift up to 50 pounds unassisted and seek assistance with lifting heavier or large/bulky parcels.
• Walking and standing for up to 4 hours at a time in an 7.50 hour shift is required. Must not possess any condition that would inhibit the ability to stoop, squat, or crawl under desks in order to service computers.
• This position description in no way states or implies that the responsibilities and tasks are the only responsibilities and tasks to be performed by the employee occupying this position. S/he will be required to follow any other instructions and to perform any other job-related duties as required by his/her manager.

ManTech seeks a motivated, career and customer-oriented Expert Technical Support Analyst to join our team in McLean, VA . In this role, you will oversee and execute complex audiovisual (AV) and video teleconferencing (VTC) projects. This role requires technical expertise in AV system planning and installation, hands-on leadership in field operations, and the ability to manage cross-functional teams and project deliverables in dynamic, high-visibility environments. Candidates should be self-starters with a deep understanding of the full AV project lifecycle-from design through implementation and sustainment.

Responsibilities include, but are not limited to:

• Lead AV/VTC planning and replacement of existing AV/VTC solutions

• Attend client meetings and conduct site surveys to capture requirements and translate them into functional system designs.

• Create and review architectural documentation including floor plans, elevations, and signal flow diagrams.

• Estimate engineering, programming, and labor requirements for AV projects.

• Supervise and assist with the installation of AV systems, including cabling (CAT6, fiber, coax, speaker wire, control cables), terminations, and rack builds.

• Troubleshoot technical issues during and after installation; serve as escalation point for complex problems.

• Develop and maintain project plans, schedules, and documentation using ServiceNow PPM or similar tools.

• Provide guidance and mentorship to junior installers and technicians; ensure adherence to quality standards and best practices.

• Communicate project status, risks, and issues effectively with clients, stakeholders, and internal teams.

• Maintain records, ensure compliance with Key Performance Indicators (KPIs), and support performance reporting.

• Local travel will be required between customer buildings or temporary assignment to an alternate location in support of special projects.

• May have supervisory responsibilities.

Minimum Qualifications:

• Bachelor's degree and 9+ years of relevant experience, or a combination of education and work experience equivalent to 13+ years.

• Demonstrated experience in designing, configuring, and implementing AV/VTC systems for conference rooms, operations centers, training rooms, and executive suites.

• Strong working knowledge of AV systems, switching hardware, DSP technology (including DANTE), signal flow theory, and commercial audio equipment.

• Experience managing AV projects in a Working Capital Fund (WCF) or similarly complex funding environment.

• Proficiency in MS Office Suite, including Visio and PowerPoint.

• Working knowledge of IP technologies, networking concepts, and AV control systems.

• Excellent problem-solving skills, attention to detail, and ability to work independently and collaboratively.

• Strong communication and customer service skills; ability to interact professionally at all organizational levels.

Preferred Qualifications:

• AVIXA CTS certification (CTS-I or CTS-D preferred).

• PMP, CSM, or equivalent project management certification.

• Experience using ServiceNow ITSM/ITBM/PPM tools for project tracking and reporting.

• Familiarity with Agile, ITIL, or other project delivery frameworks.

• Experience supporting customer-specific environments, including ticketing systems, access management, and voice/video infrastructure.

• Formal education in electronics, engineering, or a related technical field.

• Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information?

• Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.

Clearance Requirements:

• Must have a current/active TS/SCI with Polygraph.

Physical Requirements:

• Must be able to remain in a stationary position at least 50% of the time. Constantly operate a computer, phone, and other office equipment for extended periods of time.

• Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.

• Must be able to move Audio/Visual or Computer equipment weighing 50+ pounds, some equipment may require team-lift or the use of carts?Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at and provide your name and contact information.

Job DescriptionJob Description

The It Technical Support Analyst will provide front-line IT support to all our customers. The primary function will be to answer support tickets and assist with whatever technical issues the client may be facing.

The IT technical Support Analyst duties are as follows:

• Responds to technical support tickets.
• Handles inquiries from users on a variety of software and hardware issues.
• Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
• Connecting to the customer's company system via remote access, or travel to the customers office location for hardware and network malefactions.
• Identify, resolve and fix the nature of the hardware, software or networking issue.
• Installing new hardware systems, soft upgrades or networking cables.
• Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practice.
• Attends training sessions on new equipment, software, platforms and other products.
• Applies knowledge of computer software, hardware, and procedures to solve problems.

Education and Training:

:Bachelor's degree in computer science or related field .

Experience:

• 3 years of work experience as an IT or desktop support technician.
• Familiarity with networking systems and protocols.
• Knowledge of remote support systems including Team Viewer.