Support Analyst

Title:
Support Analyst

Duration: 12 Months

Location: 4101 Capital Blvd. Raleigh NC 27604

Job Description: Our Client is seeking an Expert Level Specialist Support Analyst for a 12 month engagement to provide second level support with the DOT IT Enterprise Applications Team. The support consists of documenting and coordinating activities with respect to the installation and configuration of Genetec Security Center and IP cameras, SV32 devices, door aggregators and all system components deployed for the FACS project.

• Support the Enterprise Application team regarding installation and configuration of Genetec Security Center, IP cameras, SV32 devices, door aggregators and all system components deployed for the FACS project.
• Assist the deployment team troubleshooting installation and configuration issues for the Genetec Security Center and Samsung IP cameras.
• Receive, log and fully document support requests from help desk, other service delivery staff and users; investigate problems and determine appropriate actions.
• Monitor progress of support requests through resolution and keep users and stakeholders informed.
• Escalate third‑party software and hardware issues to the Application Owner; ensure proper attention is given based on severity and impact to the project schedule.
• Communicate technical information to a variety of internal and external stakeholders, both verbally and in writing; provide technical writing support for software documentation at the enterprise level.
• Document technical configurations for a complex multi‑site deployment of a Genetec system for Access Control and Video Management at NCDOT.
• Assist in creation of documents detailing information architecture, network IDs, building locations, installation documents, configuration documents and other project documents required for the Enterprise Applications Team.
• Maintain and update these documents as needed.
• Capture incidents and issues identified by the project, document resolutions and provide weekly status reports to management.

• BS/BA or equivalent work background plus IT support experience and enterprise software environment or equivalent.
• 7 years of experience in installation and service of video surveillance equipment and IP cameras.
• 7 years of experience with Genetec Security Center preferred.
• 7 years of experience providing production support or similar role.
• Strong working knowledge of office applications (MS Excel, MS Word, Visio, PowerPoint).
• Written and verbal communication skills are clear, concise and achieve intended objectives.
• Problem diagnosis skills (discovery, replication, troubleshooting, resolution, verification, communication and/or escalation as required).
• Demonstrated ability to multi‑task and prioritize projects and tasks.
• Ability to learn complex business functions.
• Ability to organize/manage own work and meet a pre‑determined schedule of deliverables.
• Computer Science degree or related discipline; professional certification is a plus.