Technical Support Specialist

3 weeks ago

Richmond, Virginia, United States Morton Full time
Technical Support Analyst 2

Position Title: Technical Support Analyst 2

Position Status: 6-month contract with rolling extensions

Schedule: HYBRID (4 days a week onsite)

Overview:

Our client is seeking a Technical Support Analyst for a HYBRID position based out of Richmond, VA.

Responsibilities:

  • Act as a first point of contact for providing technical support to all areas within the organization.
  • Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed.
  • Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
  • Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
  • Triage and route advanced second and third tier requests to the appropriate technical personnel.
  • Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.

Requirements:

  • 3 Years – Ability to diagnose and resolve technical issues efficiently. This includes analytical skills to evaluate problems and implement effective solutions.
  • 3 Years – Ability to explain technical concepts in simple terms to non-technical users.
  • 3 Years – A strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious.
  • 3 Years – Hands-on experience in a help desk or technical support role and experience with ticketing systems such as ServiceNow.
  • 3 Years – The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
  • 3 Years – Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
  • 3 Years – Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).

About Our Client:

Our client is an Equal Opportunity Employer and maintains a drug-free workplace by both policy and practice. Applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, or the presence of a non-job-related medical condition. Employment and personnel practices conform to all applicable federal, state, and local laws and regulations regarding non-discrimination. While the Company is committed to following this principle in every facet of employment, all employees share in the responsibility to promote and foster a favorable work environment.

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