VSU Technical Support Analyst 100 ON SITE

Colonial Heights, VA - USA

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Title: Technical Support Analyst

Location: Colonial Heights VA

Key Responsibilities

Identify & Resolve: Act as the primary filter for incoming technical requests resolving 70-80% of issues on the first call.
Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g. ServiceNow).
Remote Troubleshooting: Use remote desktop tools to guide users through software installations password resets and connectivity issues.
Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear concise notes.
Knowledge Base Growth: Contribute to our internal How-To guides to help users (and the team) help themselves.

Technical Requirements:

Operating Systems: Proficiency in Windows 10/11 and macOS environments.
Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook Teams Excel) and cloud-based apps.
Networking Basics: A solid understanding of TCP/IP DNS VPN clients and home Wi-Fi configurations.
Identity Management: Basic experience with Active Directory or Azure AD (password resets unlocking accounts group memberships).
Hardware Savvy: Ability to walk a user through cabling docking stations and peripheral setups over the phone.

Requirements & Qualifications

Minimum Qualifications

Education: Associates degree in Information Technology Computer Science or a related field (or equivalent professional experience).
Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops and laptops).
Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.
Preferred Skills
Certifications: CompTIA A Network or Google IT Support Professional Certificate.
Customer Service: A background in Help Desk technical support ideally in an academic or corporate setting.
Physical Requirements
Ability to work 100% on-site with possible Telework options
Ability to lift and move computer equipment (up to 30 lbs.) and navigate classroom environments to perform installations.

Required/Desired Skills:

Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.
Active Listening: Picking up on the clues a user gives to diagnose an issue they might not have the words to describe.
Clear Communication: The Translate Tech-to-Human skill-explaining complex fixes in simple jargon-free language.
Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.

Title: Technical Support Analyst Location: Colonial Heights VA Key Responsibilities Identify & Resolve: Act as the primary filter for incoming technical requests resolving 70-80% of issues on the first call. Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g...