Technical Support Analyst

POSITION OVERVIEW

We are seeking a Technical Support Analyst with intermediate to advanced Windows 10/11 troubleshooting skills field hardware experience and customer-facing support expertise. This role provides on-site and remote support for Veridos driver license issuance systems deployed across Washington Oregon Guam and Saipan. Responsibilities include installing and maintaining photo-capture hardware and resolving software workstation network and peripheral issues.

The ideal candidate is a resourceful customer-oriented desktop support professional comfortable working independently in the field communicating with clients and internal teams and resolving issues across a variety of hardware and software environments.

This is a remote role and a company computer is provided.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Provide advanced remote and on-site troubleshooting for Windows 10/11 workstations and image-capture hardware (cameras printers scanners signature pads PCs and peripherals).

• Diagnose and resolve OS-level issues including startup failures crashes performance degradation driver conflicts and update errors.

• Manage and troubleshoot Windows Updates Feature Updates Patch deployments and related configuration changes.

• Configure maintain and repair user profiles Group Policies and system settings.

• Perform hardware diagnostics and coordinate repair or replacement of defective components.

• Support imaging deployment and configuration of Windows devices using MDT SCCM Intune Autopilot or similar tools.

• Troubleshoot network connectivity problems involving DNS DHCP Wi-Fi VPN authentication and domain join.

• Resolve software installation compatibility and performance issues.

• Assist with account and authentication troubleshooting (Azure AD/AD MFA BitLocker credential manager).

• Perform malware detection removal and remediation using enterprise security tools.

• Analyze Windows Event Logs and system diagnostics to identify and address root causes.

• Configure deploy and support peripheral devices including printers scanners docking stations and monitors.

• Maintain accurate documentation of troubleshooting steps resolutions and system changes.

• Provide end-user training on Windows features security best practices and system usage.

• Collaborate with senior engineers to escalate complex issues and support long-term technical improvements.

• Travel throughout Washington and Oregon to deliver scheduled service emergency support and ongoing maintenance for the driver license issuance platform.

• Coordinate and complete routine and emergency service requests within established SLAs.

• Generate monthly reports on issue trends SLA performance and system health metrics.

• Create and maintain technical documentation SOPs how-to guides and Root Cause Analysis materials.

• Maintain preventive maintenance schedules and support field inventory management including tracking of all deployed equipment.

• Develop and update Bills of Material (BOMs) for deployed hardware configurations.

OTHER FUNCTIONS AND RESPONSIBILITIES

This job description does not encompass every duty associated with the position. Employees may be assigned additional job-related tasks or instructions by their supervisor as needed and are expected to perform these duties in compliance with applicable federal and state regulations and company policies. The role also requires adherence to the following expectations:

• Primary duties involve a combination of office-based tasks and field work necessary to support business operations.

• The position requires the regular exercise of discretion and independent judgment.

• The role involves work requiring advanced knowledge that is predominantly intellectual in nature and requires consistent analytical judgment.

• Responsibilities may include applying systems analysis techniques consulting with users and determining functional hardware software or system specifications.

• Participation in an on-call rotation may be including periodic after-hours or weekend support to resolve critical operational issues.

All job requirements may be adjusted as needed to reasonably accommodate individuals with disabilities. Some duties may not be appropriate for individuals whose performance of those duties would pose a direct threat or significant risk to the health and safety of themselves or others.

REQUIRED EXPERIENCE & QUALIFICATIONS

• 25 years of hands-on IT support experience in a Windows-based environment including installation configuration and advanced troubleshooting of Windows 10/11 workstations (OS issues updates drivers profiles hardware and software conflicts).

• Experience using ITSM/ticketing systems such as ServiceNow Jira Remedy Zendesk or Atlassian Service Desk.

• Proficiency with Active Directory Azure AD Group Policy identity management and workstation imaging/deployment tools (MDT SCCM Intune Autopilot).

• Intermediate to advanced understanding of networking fundamentals (TCP/IP DNS DHCP VPN Wi-Fi) including the ability to troubleshoot network connectivity issues including Network IP Addressing and Subnetting and interpret network-related logs.

• Familiarity with Microsoft security protocols patching processes malware detection and remediation and interpreting Windows Event Logs and system diagnostics.

• Ability to diagnose and resolve hardware issues across PCs peripherals and image-capture devices (cameras scanners printers signature pads).

• Basic SQL knowledge or willingness to learn introductory SQL for troubleshooting database-related errors.

• Proficiency with collaboration and productivity platforms (Outlook Teams Atlassian Service Desk Confluence Slack SharePoint) and modern web-browser developer tools.

• Excellent verbal and written communication skills customer service aptitude and the ability to work in a professional courteous manner with clients and internal teams.

• DSLR camera experience (Canon preferred).

• Must possess a valid drivers license a reliable vehicle for field visits (mileage reimbursed) and the ability to travel throughout Southern Washington and Northern Oregon.

• Must pass a drug screening and criminal background check prior to employment.

• High School diploma required; location preference is within the Vancouver WA area.

PREFERRED QUALIFICATIONS

• Associate degree in an information technology discipline.

• Experience in the secure ID card credentialing or DMV industry.

• Mechanical aptitude and the ability to work independently in field environments.

• Certifications or skills such as CompTIA A JavaScript PHP or experience with relational databases.

• Familiarity with software development lifecycle concepts.

• Experience using diagnostic and network tools (ping ipconfig traceroute nslookup netstat); Wireshark or Dumpcap experience is a plus.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Ability to sit and work at a computer for extended periods (8 hours per day).

• Adequate visual acuity and manual dexterity to operate computers phones scanners and technical equipment.

• Regular driving for field service visits including extended periods behind the wheel.

• Ability to install hardware at client sites which may require bending kneeling reaching and working under desks or around office furniture.

The pay range for this position is $26.44 - $36.05 per hour. Benefits offered to eligible employees include medical (PPO and HDHP with HSA) dental vision paid time off paid holidays 401K w/ employer match short/long term disability life insurance healthcare and dependent care flexible spending EAP commuter benefits education assistance pet insurance legal and more.