• Senior Technical Support Analyst

    Job Locations US-MD-Columbia
    Posted Date 1 month ago(5/22/2018 3:17 PM)
    # of Openings
    Academy - Tech Ops Analyst
  • Overview

    Focal Point Data Risk is a new type of risk management firm, one that delivers a unified approach to addressing data risk through a unique combination of service offerings. Focal Point has brought together industry-leading expertise in cyber security, identity governance and access management, data privacy and analytics, internal audit, and hands-on training services, giving companies everything, they need to plan and develop effective risk and security programs. By integrating these services, we provide our clients with the flexible support they need to protect and leverage data across any part of their organization. Simply put, Focal Point is the next generation of risk management.


    The Senior Technical Support Analyst is responsible for the support of training environments (including local and remote computer labs, operating system images, and the allocation of computing resources) required to support Focal Point Academy and client courses.


    • Support course delivery solutions, in concert with fellow department members, Course Leads, organizational leadership.
    • Assigns the right resources for Focal Point Academy courses to be delivered worldwide based on availability and location of training.
    • Provides orientations of our classroom capabilities to instructors, including projectors, connecting presentation equipment, and remote learning systems.
    • Assists with all technical issues and needs for instructors to enhance the learning experience and ensure successful training.
    • Assists instructors by creating operating system images or labs, and obtaining software and licenses for the development or update of courses.
    • Performs hardware repair and maintenance of small form factor PC’s, laptops and other computing devices (hard drive replacement, RAM upgrades, screen replacements, etc.).
    • Maintains hardware inventory and performs asset control.
    • Hands on preparation of travel sets for offsite training.
    • Re-imaging of classroom PCs and travel-sets between scheduled classes.
    • Serves as tier-1 and 2 support for classroom related technical issues.
    • Implements improvements to processes to increase productivity and quality of deliverables
    • Performs other duties as assigned by management



    • 2-3 years of experience in technical support roles
    • Experience with VDI environments or server and client virtualization technologies
    • Experience supporting client operating systems


    Technical Requirements:

    • Experience providing exceptional customer service.
    • Experience supporting Windows and Linux systems, including command line interfaces.
    • Experience using scripting to automate administrative tasks.
    • Experience with VMware Workstation administration.
    • Experience or familiarity with VMware ESXi or HyperV server administration.
    • Experience with Ghost, Clonezilla or other imaging software.
    • Experience with VDI technologies.
    • Experience in network administration and troubleshooting, including configuration of network devices such as routers, switches and wireless access points.
    • Experience using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)


    • Associate Degree in Information Technology (or similar field), Vocational/Technical School IT Certificate Program, or demonstrated technical aptitude and High School Diploma.


    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. 


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