Technical Support Analyst

3 weeks ago

Richmond, United States TEKsystems co Allegis Group Full time
Job Description: Technical Support Analyst

Duration: 1 Year (Contract)
Location: 1401 E Broad St, Richmond, VA, USA, 23219-2052
Workplace Type: On-site
Experience Level: Intermediate
Description: Our 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 and Responsibilities:
  • Manage and monitor customer IT issues using helpdesk tools such as KSE, Ivanti, and SharePoint. Provide support over the phone, in person, and using remote control.
  • Act as a liaison between our client and VITA/SAIC to ensure the delivery of high-performance IT support services.
  • Work directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.
  • Provide management with recommendations for systems and process improvements.
  • Troubleshoot software and hardware problems and enhance the level of direct services to field staff.
  • Install, maintain, and assist in testing and upgrading new and existing hardware and software.
  • Provide advanced problem management, troubleshooting, root cause analysis, and escalations to resolve customer problems.
  • Create job aids for internal 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, and basic networking.
  • Experience in working with help request tracking and reporting tools.
  • Knowledge of IT concepts, 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).

Top Skills:
  1. Experience supporting a Windows-based enterprise in a technical support capacity, including Windows 11, Office 365, Teams, OneDrive, etc.
  2. Hands-on experience in a variety of ticketing/tracking tools related to IT Support (our client uses KSE, Ivanti, and SharePoint).
  3. Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite).

Additional Information:
  • Drug Test Required: No
  • Exclusive: No
  • Go To Work: No
  • Can Use Approved Sub-Vendor: No

Employee Value Proposition (EVP):
  • Long-term, ongoing contract with potential extensions at the end of every fiscal year (could go 5-10+ years). Our client is looking for someone who wants to plant their roots and build a career with them, promoting from within.
  • Welcoming, family-oriented environment with an outstanding manager and a supportive team.

Work Environment:
  • Performed across multiple sites in Richmond, VA.
  • Business Casual attire.
  • Contract includes approximately 200 people divided into different teams (Linux, Windows, IT Support, Networking, Applications, Security, etc.).

Additional Skills & Qualifications:
  • 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

Start Date: Nov-03-2024
Rate Information:
  • Pay Rate: $25.00 - $34.00 per hour

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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