Technical Support Analyst

4 weeks ago

Richmond, United States Rose International Full time

•**Only qualified Technical Support Analyst candidates located near the Richmond, VA area to be considered due to the position requiring a 100% onsite presence***

The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.

Required Qualifications:

Respond to and direct help desk tickets to other technicians for resolution (2 Years)

Installation and troubleshooting of PCs, printers, iPhones and software (2 Years)

Daily inspections of server room and data closets (1 Years)

Manage backup tape rotation and cases for offsite pickup (1 Years)

Some Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPN (1 Years)

Perform network jack activation for correct VLAN (2 Years)

Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems (1 Years)

Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets (1 Years)

Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools (1 Years)

Desired Qualifications:

Strong presence, professional image, and ability to deal confidently with technical matters

Excellent verbal and written communications skills

Highly motivated, self-sufficient and able to work well independently

Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment

Help Desk Tech Job Duties include:

Respond to and direct help desk tickets to other technicians for resolution. Uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine

Perform installation and troubleshooting of PC’s, printers, iPhones and software

Daily inspections of server room and data closets

Manage backup tape rotation and cases for offsite pickup

Perform network jack activation for correct VLAN

Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems

Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets

Additional Details:

Parking is NOT provided for contractors

  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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