Support Analyst
The Advisory Board Company - Washington, DC

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The Information Systems Department is seeking a Support Analyst to join the Technology Services team. This individual provides hardware support, software support and technical training to Advisory Board Company employees. This position is based in our rapidly-growing Washington, D.C. location, and will serve as the Information Systems Department’s main onsite resource. Interested applicants must possess a strong work ethic, excellent written and oral communication skills, and superior self-management skills.

Serves as Tier 1/Tier 2 technical support resource in a fast-paced and rapidly changing environment
Supports a wide range of customers via email, telephone and in person
Troubleshoots and resolves complex hardware and software issues
Installs, configures and maintains a wide range of software applications including, but not limited to: Windows XP, Windows 7, Mac OS X, Office 2007 and Office 2010
Supports and maintains a range of computer and telecommunications equipment.
Fields and evaluates customer requests for hardware and software purchases.
Recommends initiatives geared toward departmental process improvement.
Researches, tests and deploys software packages for firmwide use.
Provides end user training for computer hardware and software.
Performs administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation.
Coordinates account creation, provisioning and deactivation.
Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment.
Manages stock of shared computing and audiovisual equipment.
Maintains installed audiovisual equipment, ensuring optimal operation of the environment
Resolves issues related to remote access including VPN, Citrix, email, and network access.
Performs first-level network administration duties including permission assignment, password management and access control.
Communicates with Network Operations and Development teams to escalate advanced issues.
Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team.
Some on-call work may be required
Some domestic travel (less than 10%) may be required.

Basic Qualifications:
Bachelor’s degree
Minimum 3 years of experience in a technical support setting
Experience supporting both PC and Mac workstations
Able to work independently and autonomously
Requires some physical labor. Must be able to lift 40lbs
Demonstrated critical thinking/problem solving skills and an ability to creatively solve complex issues
Ability to effectively communicate both oral and written with employees at all levels

Ideal Qualifications:
Educational background in a technical field
Experience with Microsoft Active Directory and/or Exchange
Current technical certifications issued by Microsoft, Cisco, CompTIA or similar

Benefits: Consistent with our belief that our employees are our most valuable resource, The Advisory Board Company offers a competitive benefits package, including a comprehensive health plan, a 401(k) plan, an Employee Stock Purchase Plan, a daytime leave policy for community service, a medical flexible spending account, and additional attractive benefits.

An Affirmative Action and Equal Opportunity Employer
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The Advisory Board Company - 22 months ago - save job - block
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The Advisory Board Company and its subsidiaries provides best practices research, analysis, executive education and leadership development,...