Technical Support Analyst
Intellibee Inc
Date: 1 day ago
City: Richmond, Virginia
Contract type: Full time
Technical Support Analyst,Richmond, VA,USA
Technical Support Analyst 4
VDOT 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
Technical Support Analyst 4
VDOT 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
- Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.
- Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)
- Manages and monitors customer IT issues using helpdesk tools – ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
- Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
- Troubleshoot software and hardware problems and enhances the level of direct services to field staff
- Install, maintain, and assist in testing and upgrading of new and existing hardware and software
- Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
- Creates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
- 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
- Knowledge and experience in Active Directory, cmd line tools, remote support tools, basic networking
- Experience in working with help request tracking and reporting tools
- Knowledge of IT concepts and 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)
- 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
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