Velocity Staff

Support Engineer

• Provide first-level technical support of computer software and hardware products and services.
• Respond to and diagnose problems through discussions with users.
• Resolve basic to moderately complex problems while referring more complex problems to senior level technicians.
• Assist users inquiring how to use specific software, electronic mail, or operating systems.
• Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment.
• Handle calls as their primary duties as well as work tickets and may be asked to help with projects.
• Perform troubleshooting, repairs, and deployment of Windows 7 and 10 as well as some Apple products.
• Perform troubleshooting on mobile devices, iPhone/iPad and Android.
• Perform troubleshooting on Network Printer and Multifunctional Devices.
• Perform troubleshooting on Microsoft Office Products.
• Work daily with internal customers via phone, and email, with the occasional walk ups.
• Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.
• Provide excellent client service.

Technical Support Analyst

Business Analyst

• Leads the process to analyze current Architecture tool practices and goals and gather new requirements to be delivered by specific initiatives.
• Documents, reviews and gains approval of technical requirements and manages project deliverables to ensure success.
• Leads the development of process models to meet the needs of the organization's Architecture tool/application system.
• Develops and fosters effective relationships with third party vendor(s) to ensure the vision and direction of the Architecture team can help shape the future direction of the products provided by the vendor.
• Coordinates design reviews, testing, pilot, rollout and support activities to ensure architecture needs are met.

Technical Support Analyst

Technical Business Analyst/Project Manager