Technical Support Analyst 4

Job Title : Technical Support Analyst 4

Job ID : 24-04950

Location : Richmond, VA

Duration : 09 months of contract

Local candidates strongly preferred

Interviews will be conducted ONSITE, NO exceptions

Candidates MUST be able to work ONSITE 100%

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.

DUTIES AND RESPONSIBILITIES :

Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.

Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input / output devices, etc.)

Manages and monitors customer IT issues using helpdesk tools ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control

Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers

Troubleshoot software and hardware problems and enhances the level of direct services to field staff

Install, maintain, and assist 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 Client staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products

REQUIRED EXPERIENCE & SKILLS :

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

Knowledge and experience in Active Directory, cmd line tools, 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