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Technical Support Analyst 4

3 months ago

Richmond, United States Integrated Resources Full time
Job Title: Technical Support Analyst 4
Location: Richmond, VA (Onsite)
Duration: 10 Months
Interview: In-Person
  • Local candidates strongly preferred
  • Interviews will be conducted ONSITE, NO exceptions
  • Candidates MUST be able to work ONSITE 100%

Job Description:
  • The 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 & 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 clients 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 client 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)

Mandatory Skills:
  • 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