Technical Support Analyst 4

4 weeks ago

Richmond, United States Sunrise Systems, Inc. Full time

Job Title: Technical Support Analyst 4 Location: Richmond, VA Duration: 09 months of contract

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.

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.


Skill Matrix:

SkillRequired / DesiredAmountof ExperienceWindows Desktop OSRequired3YearsActive DirectoryRequired3YearsSoftware Packaging and DeploymentRequired2YearsMicrosoft365Required2YearsTroubleshoot Hardware/SoftwareRequired3YearsA/V SupportHighly desired2YearsMobile Device SupportHighly desired2Years

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