Technical Support Analyst 4

Job Title: Technical Support Analyst 4

Location: Petersburg VA (Hybrid)

Duration: Long-Term Contract

Interview Process: In-Person Only

Responsibilities

• Coordinate and execute PC Refresh deployments including scheduling appointments with end users.
• Image configure deploy and troubleshoot desktops laptops and peripheral devices.
• Perform data migration software installation and hardware setup.
• Provide technical support for hardware software mobile devices printers and phone systems.
• Track and communicate regional IT needs issues and upcoming technology requirements.
• Assist with asset management inventory tracking and equipment refresh projects.
• Escalate critical incidents and outages to appropriate support teams.
• Prepare weekly operational and project status reports.
• Communicate technology updates policies procedures and best practices to users.
• Deliver excellent customer service and technical support to internal staff.

Required Skills & Experience

• 1 year of experience with IT Service Management processes (Incident Change Service Request and Asset Management).
• 1 year of experience supporting PC Refresh or hardware deployment projects.
• 1 year of experience troubleshooting hardware and software issues.
• 1 year of experience providing desktop support or service desk support.
• 1 year of experience with Microsoft 365 applications:
• Outlook
• Word
• Excel
• PowerPoint
• Teams
• SharePoint
• Forms
• Bookings
• 1 year of experience creating professional user communications and technical documentation.
• Strong ability to prioritize workload and manage tasks independently.
• Strong written and verbal communication skills.
• Ability to explain technical issues clearly to non-technical users.
• Experience gathering technical requirements and resolving user issues through direct interaction.
• Basic knowledge of computer hardware software networking and related technologies.