Technical Support Analyst

2 weeks ago

Richmond, United States ACL Digital Full time

Job Title: Technical Support Analyst

Location: Richmond VA

Duration: Contract

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.

100% ON SITE Required from Day 1. Parking is NOT provided for contractors

ABOUT THE ROLE

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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