Technical Support Specialist

4 weeks ago

Richmond, Virginia, United States Novalink Solutions Full time
About the Role

We are seeking a skilled Technical Support Analyst to join our team at Novalink Solutions. As a Technical Support Analyst, you will be responsible for providing top-notch technical support to our clients, ensuring their IT systems are running smoothly and efficiently.

Key Responsibilities
  • Onboard and offboard employees, ensuring seamless transitions and minimal disruption to IT services.
  • Manage and maintain user account information, including system access rights, security, and system groups.
  • Utilize helpdesk tools, such as Keystone Edge (KSE), Shared Email Inbox, and SharePoint, to monitor and resolve customer IT issues.
  • Provide support via phone, in-person, and remote control tools, ensuring timely and effective resolution of customer queries.
  • Act as a liaison between customers and internal teams, ensuring the delivery of high-performance IT support services.
  • Work closely with customers to troubleshoot and resolve software and application issues on desktops, laptops, tablets, printers, and copiers.
  • Provide recommendations to management for process improvements and system enhancements.
  • Perform root cause analysis of software, hardware, network, and system issues, escalating as needed to ensure timely resolution.
  • Install, maintain, relocate, and assist in testing and upgrading of new and existing hardware and software, adhering to safety protocols and lifting requirements.
  • Perform software installations manually and via automated deployment tools and command line scripting.
  • Document work processes and procedures, creating job aids for internal staff to ensure knowledge sharing and consistency.
Requirements
  • Strong customer service skills with a customer-first attitude.
  • Extensive experience in desktop products, including 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, as well as new technologies.
  • Ability to troubleshoot hardware and software issues, communicating solutions to customers verbally and in writing.
  • Ability to communicate effectively with individuals and groups, both verbally and in writing.
  • Basic understanding and knowledge of software packaging and deployment.

Requirements Summary:

  • Windows Desktop OS: 3 years of experience.
  • Active Directory: 3 years of experience.
  • Software Packaging and Deployment: 2 years of experience.
  • Microsoft 365: 2 years of experience.
  • Troubleshoot Hardware/Software: 3 years of experience.
  • A/V Support: Highly desired, 2 years of experience.
  • Mobile Device Support: Highly desired, 2 years of experience.

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