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Technical Support Analyst 4

3 months ago

Richmond, United States Calabitek Full time
Job DescriptionJob Description.* local candidates strongly preferred * interviews will be conducted ONSITE, NO exceptions



DUTIES AND RESPONSIBILITIES:
Manages and monitors customer IT issues using helpdesk tools KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
Acts as a liaison between VDOT and VITA/SAIC 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, and printers
Provides management with recommendations for systems and process improvements
Troubleshoots software and hardware problems and enhances the level of direct services to field staff
Installs, maintains, and assists 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 internal VDOT 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
Extensive knowledge and experience in Active Directory, GPOs, 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)

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Last Used

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