Analyst, Information Technology

K2 Services•Washington, DC

3d•$40,000 - $50,000•Onsite

About The Position

Opensity Solutions is a tech-enabled managed services organization serving law firms, financial institutions, and professional services firms. It provides operational platforms, automation, advisory services, and a range of technology and business support capabilities. Its mission is to provide modernized technology platforms, elevated technology support, and valuable insights to help clients excel. The role provides first- and second-tier IT support, troubleshooting hardware, software, and network issues, managing IT inventory, and preparing new-hire setups across three client office locations. The position is based in Washington, DC, is five days per week in the office, and requires travel between office locations using a personal vehicle. The role uses ServiceNow ITSM or a similar ticketing system and is expected to deliver strong customer service while meeting service-level agreements. Applicants must be eligible to work in the United States without visa sponsorship. The stated salary is USD 40,000–50,000 per annum.

Requirements

At least 2 years of experience in desktop support or an IT help desk in an onsite/in-person role.
At least 2 years supporting Mac OS laptops, tablets, and mobile devices.
Basic understanding of Windows, macOS, Office 365, VPN, and remote troubleshooting tools.
Experience with Jamf, Apple Business Manager, and Apple remote device support.
Experience in inventory control and IT asset management.
Proficiency with ServiceNow ITSM or a similar ticketing system for incident and request management.
Strong knowledge of SLA adherence and ability to prioritize tasks effectively.
Excellent communication and customer service skills, with a problem-solving mindset.
Willingness to help technical and non-technical users with IT issues.
Experience communicating within a corporate environment.
Ability to think creatively about improving the user experience.
Ability to lift and move IT equipment as needed.
Ability to travel between office locations using a personal vehicle.
Must be eligible to work in the United States without visa sponsorship.
Adherence to the company dress code, including wearing a collared or Opensity-branded shirt.

Nice To Haves

IT certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, and/or Apple Device Support certifications.
Experience working in a corporate IT environment with ticketing-system best practices.

Responsibilities

Provide first-level onsite support for desktops, laptops, and peripheral devices, including printers, monitors, and docking stations.
Provide second-level escalation support for remote and out-of-region users.
Troubleshoot and resolve hardware, software, network, connectivity, VPN, and software-access issues in a timely manner.
Fulfill standard IT requests within the fulfillment time matrix.
Engage end users through approved channels to intake, diagnose, update, escalate, and resolve technical issues.
Log, track, and manage tickets in ServiceNow ITSM, ensuring timely resolution and accurate documentation.
Create, review, edit, and update documentation for internal and end users.
Track time accurately and meet utilization goals.
Escalate complex technical issues to support teams as necessary.
Work from an intake queue and adhere to SLA response and resolution requirements.
Maintain a clean, tidy workspace and comply with the business-casual dress code.
Maintain accurate IT asset inventory records and perform routine hardware audits in line with asset management policies.
Ship, receive, and manage IT equipment logistics, including remote employee device deployment and returns.
Set up and configure new-hire workstations, laptops, and user accounts, targeting completion one week before the employee's start date.
Attend pre-onboarding calls as required and participate in new-user onboarding sessions for IT orientation.
Ensure new users have account and systems access and functioning hardware, and troubleshoot issues during onboarding.
Set up and break down service desk training sessions and rooms as required.
Travel between office locations using a personal vehicle.
Provide onsite support Monday through Friday at three client locations and/or an Opensity office location.
Assist remote users through remote desktop tools and phone support.