Technical Support Analyst 4
Technical Support Analyst 4
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- 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 VDOT staff to enhance the use of infrastructure such as SharePoint OneDrive and Office products
- 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
- 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)
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
Education
Bachelor s degree in computer science, Information Technology, or a related field.
Employment Type
Full Time
