Job Title : Technical Support Analyst 4
Location : Richmond, VA
Duration : 09 months of contract ( Onsite)
ABOUT THE ROLE
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 :
- Onboarding and offboarding both new and separating employees
- Supports and maintains user account information changes including system access rights, security, and system groups
- Manages and monitors customer IT issues using helpdesk tools Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
- Provides support over the phone, in person, and using remote control tools
- Acts as a liaison to ensure the delivery of high-performance IT support services
- Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers
- Provides recommendations to management for the improvement of systems and processes
- Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource
- Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)
- Performs software installations manually and via automated deployment tools and command line scripting
- Creates documentation of work processes and procedures, and creates job aids for internal staff
- Required 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, OneDrive, Teams, and Microsoft Office 365
- Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones
- Excellent research and investigative skills
- Knowledge and experience in Active Directory, Group Policy (GPO), 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 verbally and inwriting
- Ability to communicate effectively verbally and in writing with individuals and groups
- Basic understanding and knowledge of software packaging and deployment
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