Technical Support Analyst 4 (ONSITE)
Technical Support Analyst 4 (ONSITE)
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Job Description
Job Title: Technical Support Analyst 4 (ONSITE)
Location: Richmond VA
Duration: 12 Months
Job Description:
The 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 the 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
- 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)
Skills:
Skill
Required / Desired
Amount
of Experience
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
Experience assisting end users with a variety of technical issues including peripherals mobile devices printers etc.
Desired
3
Years
Employment Type
Full-time
