{"id":4309774,"url":"https://alion.io/job/newvision-software-consultancy-senior-it-support-analyst","title":"Senior IT Support Analyst","company":{"id":4489094,"name":"NewVision Software & Consultancy","domain":"newvision-software.com","url":"https://alion.io/company/newvision-software-and-consultancy","size_band":"501-1000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"VPN","optional":true}],"status":"live","first_seen_at":"2026-09-10T00:00:00Z","employer_posted_date":"2026-11-14","last_verified_at":"2026-11-14T11:21:27Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"description":"Job Title: IT Support Analyst, Senior (Service Desk Analyst Senior - Level 2 Application Support)\nRole/Job Summary: The IT Support Analyst, Senior is part of the Customer Support team and carries primary responsibility for second-level (Level 2) technical support. The role responds to end-user inquiries relating to supported software applications in production or pilot mode, received through phone, self-service queue and electronic mail, and owns the monitoring, tracking and day-to-day updating of user incidents and requests. The incumbent must demonstrate excellent customer service and communication skills, both written and oral, and must be able to bridge the conversation between technical and non-technical stakeholders within the Company.\nKey Responsibilities:\nProvide in-depth technical application support to end-users so that supported software operates correctly and business tasks can be completed; resolve issues routed from Level 1 (L1) in the capacity of a Level 2 (L2) Analyst.\nManage, organize and multitask a live queue of incidents and service requests assigned by the Service Desk, originating from multiple channels including phone, voicemail, internet service requests and electronic mail (e-mail).\nPrioritise incidents and requests appropriately and keep the incident tracking software (Information Technology Service Management - ITSM tool) updated with accurate, current status.\nWork with customers to understand requirements and expectations, respond to user questions, and remotely assist employees and consultants with software problems across offices and remote sites.\nApply structured problem-solving and troubleshooting techniques to issues raised on Client-provided software, delivering solutions to both the stated symptom and the underlying root cause; this requires working knowledge of hardware and networking systems as they relate to the software concern.\nLearn advanced operations of commonly used software, hardware and other equipment, and participate in supported application projects as a representative of the end-user and Customer Support.\nInstall requested or upgraded software on user Personal Computers (PCs).\nAssign incidents requiring in-depth analysis to the appropriate Level 3 (L3) group for resolution, as needed.\nProvide input for Knowledge Articles covering the Practice Application Support (PAS) supported applications.\nFulfil other duties and projects as assigned by the Service Desk Manager / management staff.\nMust-Have Skills:\nHands-on knowledge of computer hardware components, systems and peripherals.\nWorking knowledge of basic computer software applications, including Microsoft Office (MS Office) products, email, internet access and multimedia technology.\nKnowledge of Local Area Network (LAN) and/or Wide Area Network (WAN) networking.\nWorking knowledge of the Windows Operating System (OS).\nDemonstrated Level 2 (L2) troubleshooting ability across software, hardware and network-related issues.\nExcellent verbal and written communication skills, with the ability to translate between technical and non-technical audiences.\nProven customer service orientation, personal and corporate integrity, and a friendly, helpful, self-motivated presence with strong interpersonal skills.\nGood organisational and problem-solving skills with the ability to multitask and prioritise a high-volume queue.\nAbility to work in a highly collaborative environment and to work a flexible schedule, including overtime as required.\nAssociate's Degree in Information Systems, Business, Communications or a related field preferred, or equivalent experience.\nGood-to-Have Skills:\nPrior exposure to a professional services or accounting/advisory firm environment, particularly Firm Client Services lines of business.\nExperience authoring and maintaining Knowledge Articles within a knowledge management platform.\nFamiliarity with enterprise incident tracking / Information Technology Service Management (ITSM) platforms and with Information Technology Infrastructure Library (ITIL) incident and request management practices.\nExperience supporting Microsoft 365 (M365) collaboration applications, Virtual Private Network (VPN) connectivity and remote end-user computing.\nExperience participating in application deployment or pilot programmes as an end-user representative.\nExperience working within an on-call rotation supporting a distributed, multi-site user base.\nExperience Required: 3-5 years of Personal Computer (PC) support background, 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