1-20- 743644 - Technical Support Analyst

Focused HR Solutions • Richmond, VA

11h • Onsite

About The Position

Our client is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment. This position is for 9 - 12+ months, with the option of extension, and will be worked 100% on-site in Richmond, VA. Candidate must be able to attend an in-person interview.

Requirements

• Strong customer service skills with a Customer First attitude.
• Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365.
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets.
• Excellent research and investigative skills.
• Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking.
• Experience in working with help request tracking and reporting tools.
• Knowledge of IT concepts and trends and new technologies.
• Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field.
• Ability to communicate effectively orally and in writing with individuals and groups.
• Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite).
• Customer service professional with a great attitude. - Required - 3 Years
• Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. - Required - 3 Years
• Hands on experience in a variety of ticketing/tracking tools related to IT Support. - Required - 3 Years
• Ability to perform root cause analysis and create documentation related to the cause and remedy. - Required - 3 Years

Nice To Haves

• Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. - Desired - 3 Years.

Responsibilities

• Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint.
• Support over the phone, in person, and using remote control.
• Acts as a liaison between VDOT and VITA/SAIC to ensure the delivery of high-performance IT support services.
• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.
• Provides management with recommendations for systems and process improvements.
• Troubleshoots software and hardware problems and enhances the level of direct services to field staff.
• Installs, maintains, and assists in testing and upgrading of new and existing hardware and software.
• Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems.
• Creates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed