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Technical Support Analyst

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Job Details
Job Order Number
Company Name
Physical Address

Auburn, AL 36830
Job Description

Technical Support AnalystinAuburn, ALatKEPRO

Date Posted:10/5/2019

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Job Snapshot

+ Employee Type:


+ Location:

Auburn, AL

+ Job Type:

Information Technology

+ Experience:

2 to 3 years

+ Date Posted:


Job Description

KEPRO is a rapidly growing national quality improvement and care management organization. We work to ensure that over 20 million people receive the right care, at the right time, in the right setting. KEPRO is seeking resumes for a highly experienced professional.


+ Serves as second level support for service desk incidents. Provides 1st level support as needed.

+ Serves as backup for Infrastructure support

+ Updates system logs and compliance logs

+ Works with inventory, receiving and updating in appropriate systems

+ Performs troubleshooting and repair of Laptops, Desktops, printers and computer related business hardware.

+ Responsible for configuring new hardware and software on corporate and federal workstations.

+ Resolves or escalates service desk tickets in line with company service level agreements.

+ Creates, approves and maintains new user ID’s for all systems in Active Directory including Corporate and Government contracts

+ Ensure Security protocols dictated by FISMA/NIST/HIPAA are adhered to in KEPRO technology, systems and physical environment

+ Maintains a high customer service focus

+ Provides after hours on-call services as part of the service desk rotation schedule.

+ Primary onsite service desk support in an environment that may require a later shift in order to cover business hours (7 AM – 7PM).

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.


+ College Degree or equitable Experience. MCP, A+, ITIL certification preferred.

Knowledge, Skills, Abilities

+ Working knowledge of computer hardware, software and networking systems.

+ Ability to interact with internal/external customers in a consulting/training capacity.

+ Proficiency with Microsoft Office Suite of applications

+ Experience with Windows OS (7, 8, and 10)

+ Experience with Active directory

+ Proficient with O365 Administration and Troubleshooting

+ Proficient with Citrix Administration and Troubleshooting

+ Experience with software installation, smart phones and tablets.

+ ITIL Foundation Practices Service Now/Cherwell ticketing

+ Provide and resolve computer issues in remote locations.

+ Ability to lead an assigned project utilizing team resources


+ Minimum 2-3 years’ hands on experience working in a service desk environment

+ 2-3 years of Experience with PC hardware, software, troubleshooting and software install,

+ 2-3 years of experience with VoIP telecommunication systems a plus.

+ Cisco switching and routing a plus

+ Experience with Xmedius and FoIP faxing solutions

Mental and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 40 pounds; and occasionally travel within the state.

KEPRO offers challenging careers, excellent benefits and opportunities for advancement. For consideration, please submit resume and cover letter with salary requirements. Only those candidates identified for an interview will be contacted. No Phone Calls Please. Visit our website atwww.KEPRO.comfor more information on the KEPRO Family of Companies.

EOE AA M/F/Vet/Disability

KEPROis an E-Verify employer. E-Verify is an internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or © consistent with the contractor’s legal duty to furnish information.

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