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Technical Support Analyst
2 months ago
About Us:
Veteran Benefits Guide (VBG) is dedicated to assisting Veterans in navigating the complexities of disability benefits. Founded by a former United States Marine, our mission is to ensure that Veterans receive the support they deserve in a timely manner. With a team comprised of Veterans and their families, we are committed to advocating for the rights and interests of those who have served.
Role Summary:
The Technical Support Analyst plays a crucial role in providing IT assistance to both our internal teams and clients. We are looking for a candidate who possesses a solid foundation in managing technical support inquiries, delivering outstanding customer service, and has a genuine enthusiasm for technology. This position is an excellent entry point for individuals looking to advance their careers in the IT field.
Key Responsibilities:
- Resolve technical issues reported by staff through support tickets, phone calls, or in-person interactions.
- Ensure prompt follow-up on outstanding requests, carefully documenting actions taken and efficiently resolving support tickets.
- Oversee the installation, removal, and maintenance of approved software, printer drivers, and utilities within the organization.
- Configure and troubleshoot Outlook 365 email clients and other critical office applications.
- Assist in synchronizing cloud-based data with local devices.
- Demonstrate strong collaboration, attention to detail, and a proactive approach in addressing user and client needs on a daily basis.
- Work independently with minimal supervision, effectively solving problems while seeking guidance or collaborating with IT leadership when necessary.
Required Qualifications:
- Proficient in Windows 10 & 11 Professional, Office 365 suite, and MacOS.
- Familiar with Adobe Creative Cloud Suite, Softphone applications (e.g., RingCentral), and CRM systems.
- Basic understanding of scripting and software development principles.
- Knowledgeable in troubleshooting Windows and Mac hardware, peripheral devices, printers, and select mobile devices (iOS, Android).
- Experience in creating technical documentation and IT operational guides.
- Skills in hardware and software troubleshooting, basic network issue resolution, and error-state remediation.
- Ability to convey technical concepts clearly to diverse audiences.
- Understanding of HIPAA compliance and US data protection standards.
- Strong written and verbal communication skills, with proficiency in customer service, computer software, and online research.
Educational Background:
- A technical or college degree is preferred.
- 1-2+ years of experience in a technical support role is desirable.
