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Technical Support Analyst

Job ID : 15361

Job Title : Technical Support Analyst

Location : Chicago, IL

Company Name : Next Step Systems

Industry : Information Technology

Salary : $48,000 - $58,000  per year

Job Type : Fulltime

Posted on: 2020-09-02

Required Skills :  Technical Support, Windows 10, Network Administration, LAN, WAN, Networking

Benefits : No benefits are available

Job Description:

  • Update and document external client issues.
  • Perform analysis and determine client problems and document these issues.
  • Provide solutions for network and system-related issues and provides detailed documentation along with it.
  • Perform cause analysis regarding client issues, as they relate to the following environments: desktop, citrix, and portal connections.
  • Assist clients by performing analysis of various issues relating to LAN, WAN, desktop computers, internet connectivity, and the installation of hardware and software.
  • Assist customers for the purpose of improving processes related to system issues.
  • Maintain error logs in coordination with it departments, and then maintains resolution reports, as well.
  • Offer recommendations, based on various metrics, on how to improve the support process in its entirety.
  • Document and catalog the LAN/Network inventory for both hardware and software.
  • Administer network, resolving network traffic situations, and monitoring network performance.
  • Install, configure, and maintain network servers, devices and VPN’s.
  • Good knowledge of general networking concepts and IP Protocols.
  • Develop and maintain documentation and adhere to change management procedures and other networking processes and standards.
  • Provide technical support to Symantec 2FA, Citrix, and Active Directory.
  • Work on security and other risk prevention and Endpoint Security management.
  • Experience with industry-standard vulnerability management tools.
  • Good understanding of the vulnerability identification, analysis, and scoring standard Common Vulnerability Scoring System (CVSS), as well as (CVE).
  •  Demonstrated knowledge of information security programs and operations, data security practices and procedures.
  • Analyze and implement most effective method of correcting problems. Document problems and resolutions as necessary.
  • Work with other departments to fulfill technical needs.
  • Experience in the SysAid ticketing system to support in house and remote users.
  • Monitor, escalate, and respond to security events.


  • BS degree in Computer Science, Engineering, or related field.
  • Minimum of 3 years experience in a technical support position.
  • Ability to analyze issues related to software and compatibility issues.
  • Windows 10 knowledge.
  • Excellent communication skills.
  • Certificates: Network Administration (Preferred).

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