Senior Client Support Analyst (Contract To Perm) Job In Landover Maryland

This position provides technical support to internal customers at Mirant’s power plants and office locations in the Mid-Atlantic Region.

Supported systems span a variety of subject areas.  The ability to effectively recommend, install, troubleshoot and resolve problems for the following systems is essential: Windows operating environments (laptops, desktops, servers) wireless PDA's (blackberries, IPhones, etc.), desktop firewalls, basic networking, wireless 802.11x networking, routers, switches, printers, scanners, digital copiers, projectors (A/V), phones/cell phones, telecommunications equipment, PBX, UPS, pagers, etc...

Mirant’s plants and related systems operate 24x7, requiring night/weekend cell phone/pager support.  Occasional on-site and/or remote night/weekend/holiday work is also required with little or no notice to perform planned or unplanned maintenance, upgrades, or emergency response.  VPN tokens are provided; however, DSL/Cable Modem service would be required at employee’s expense for remote support.

This position is part of a larger, corporate IT team and requires effective and professional collaboration with multiple groups including CIO, IT directors and managers, helpdesk, client support, system administration, telecom, network, audio visual, application administrators, developers, facilities, and end-users.

Communicating accurate, concise, and clear information to key stakeholders in both verbal and written formats is essential.

Consistent use of tact and diplomacy when dealing with others is expected.

Persevering, performing effective root cause analysis, and seeing a problem through to acceptable completion is understood.

• Work closely with local and Atlanta staff to ensure IT related goods and services are consistent with corporate direction and are obtained in a timely, cost effective manner
• Work closely with local and Atlanta staff to coordinate IT outage and installation work
• Work closely with local and Atlanta personnel to ensure the proper operation and security of all IT services including system backups, performance monitoring/troubleshooting, and hardware/application support
• Actively support and promote corporate and departmental policies, procedures, and standards
• Assist with the preparation of  RFPs, bid proposals, contracts, scope of work reports, and other documentation for infrastructure projects or associated efforts
• Support vendor supplied or in-house developed applications used by plant personnel
• Support Microsoft applications such as legacy Office 97 programs, Office 2003/07, Outlook, MS Project and other customer tools
• Assist with deployment of applications through the use of Microsoft SMS / SCCM and following up with end users, ensuring applications were delivered successfully
• Assist traveling users connecting to corporate network via VPN using private key fobs through both wired and wireless networks
• Monitor work queues and quickly respond in a manner that instills confidence while maintaining high quality standards
• Perform inventory of IT assets and maintain up to date information database
• Strong customer service orientation
• Other duties as assigned

• Hands-on experience effectively troubleshooting hardware, networks, applications, and server room environmental issues
• Minimum (5)+ years experience effectively troubleshooting and resolving  hardware, software, network, application, and server room environmental issues
• Minimum (5) years Experience with desktop management, software deployments and system administration with Microsoft Windows XP in a Windows Server 2003, SMS 2003 and Active Directory environment 
• Minimum (1) year experience administering SMS collections and troubleshooting SMS client related issues including log files, client installation and package installation issues
• Proven ability to manage constant personal contact with vendors, clients, and management
• Proven skills in the areas of communication, teamwork, collaboration, and initiative

Knowledge and/or Specific Skills to do the Job:

• Ability to effectively prioritize and manage/execute multiple tasks in a high-pressure environment
• Ability to make sound and logical decisions in normal and emergency situations
• Excellent organization skills, with keen attention to detail
• Proven analytical, troubleshooting, and problem-solving abilities
• Excellent verbal/written communications skills:
  • Ability and desire to write clear documentation on procedures and standards
  • Ability to present ideas in a user-friendly language
  • Ability to work effectively with technical and non-technical users
• Ability to achieve objectives on time
• Ability to quickly learn and apply new skills
• Team player – able to build/maintain relationships
• Comprehensive knowledge of various IT hardware and software products and services

Education

Undergraduate degree or equivalent work experience

Physical Requirements

• On-call availability
• Sitting for extended periods of time
• Dexterity of hands and fingers to assemble equipment, use power tools, and to handle other computer components as required
• Occasional inspection of cables under floors and above ceilings; Lifting and transporting of moderately heavy objects, such as computers and peripherals
• Working in an industrial plant facility is required.  Walking on uneven surfaces and/or steel grates and climbing stairs are required.  Use of hard hat, safety glasses, and hearing protection will be required in many areas of our plants.

"Mirant is an Equal Opportunity Employer"

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