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Technical Support Analyst 4

1 month ago

Richmond, United States Novalink Solutions Full time
Job Description
VDOT 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:
• 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)

Requirements

Skill

Required / Desired

Amount

of Experience

Extensive experience in the use of the computers and software (Microsoft 365) applications. Excel pivot tables, complex spreadsheets, etc.
Required
5
Years

Extensive in financial analysis and forecasting and forecasting
Required
5
Years

Customer service to broad audiences, professionals, vendors, team members and executive staff
Required
5
Years

General knowledge of accounting practices and financial management
Required
5
Years

Experience in performance metrics, measurements, methods and targets to promote financial accountablility
Highly desired
3
Years

Commonwealth of VA financial knowledge and applied experience
Highly desired
1
Years

Experience with Cardinal Financial system
Highly desired
1
Years