Technical Support Analyst
Company: Red Cedar Consultancy
Location: Alexandria
Posted on: February 16, 2026
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Job Description:
Job Description Job Description Job Title: Technical Support
Analyst Location: 1775 Duke St, Alexandria, VA 22314 (Hybrid)
Summary: As a Senior UCC Technical Support Analyst, you will play a
key role in providing the central point of contact for all
IT-related inquiries, support requests from end users, and will be
responsible for endpoint management and Help Desk troubleshooting
for customers program. Responsibilities: Provide Tier 2 Help desk
support to end users and manage complex issues that require
specialized knowledge and skills to troubleshoot and resolve issues
related to software, hardware, and network systems Leads
architecture and support of unified communications (UCC) platforms
and integrations Will be responsible for integrating UCC tools with
Microsoft 365 and network systems Respond to ServiceNow tickets for
workstation issues Coordinate audio/visual setup for events and
board meetings Support digital signage and Teams Room devices
Manage endpoint provisioning using Intune Troubleshoot and assist
with VPN, wired/wireless connectivity, remote access tools, and
hardware/software issues Perform account provisioning and
workstation imaging Support mobile devices and asset management
Perform account provisioning and workstation imaging Track, manage,
and provide monthly update on Help Desk utilization Coordinate with
Tier 3 help desk for firewall and routing issues Mentor Tier 2 UCC
staff and support VIP events Conduct and participate in
post-incident retrospectives and issuing Root Cause Analyses Attend
trainings as requested Will always maintain a high level of
customer satisfaction and professionalism Support Junior level
staff Requirements: Must be able to obtain and maintain a Public
Trust security clearance 7 years professional experience providing
Tier 2 Help Desk experience Bachelor's degree in information
technology or equivalent experience Must be able to be onsite in
Alexandria, VA from 7:00am - 5:00pm EST Monday-Friday for project
execution. Microsoft Certified: Teams Voice Engineer Expert
certification preferred Experienced integrating UCC tools with
Microsoft 365 and network systems. Experience supporting Microsoft
365 applications (Teams, VoIP). Support Teams meetings, webinars,
and VoIP devices. Design and manage Teams Phone and VoIP
infrastructure. Experience supporting Microsoft 365 applications
(Outlook, Word, Teams, VoIP, Intune) Experience with digital
signage and UCC integrations Experience supporting Teams meetings,
webinars, and VoIP devices. Must have experience coordinate A/V
setup for events and board meetings. Experience troubleshooting VTC
and audio bridging issues. Experience providing support for Windows
11 basics ServiceNow help desk ticketing systems experience
required Experience providing mobile device support. Experience
troubleshooting and support with VPN, wired/wireless connectivity,
remote access tools, and hardware/software issues. IT asset
management experience. ServiceNow Help Desk and Administration
experience required Proven experience resolving tier 2 help desk
tickets promptly and effectively. Customer service driven Excellent
written and verbal communication skills
Keywords: Red Cedar Consultancy, Bel Air North , Technical Support Analyst, IT / Software / Systems , Alexandria, Maryland
