Technical Support Analyst

4 weeks ago

richmond, United States DataStaff, Inc. Full time

DataStaff is in need of a Technical Support Analyst for one of our direct clients in the Richmond, VA area for a long-term contract opportunity.


*This position is onsite


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


Experience, Skills and Knowledge:

  • 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


Required Skills:

  • 3 Years - Windows Desktop OS
  • 3 Years - Active Directory
  • 2 Years - Software Packaging and Deployment
  • 2 Years - Microsoft365
  • 3 years - Troubleshoot Hardware/Software


Desired Skills:

  • 2 Years -A/V Support
  • 2 Years- Mobile Device Support


This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.

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