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Jack Dawson
Technical Support Analyst (7801)
Posted: 09/26/2024
2024-09-26
2024-11-09
Employment Type:
Contract
Job Category: IT Support
Job Number: 7801
Job Description
Position Title: Technical Support Analyst 4
Position Status: 12-month contract with rolling extensions
Schedule: ONSITE
Overview: Our client is looking for a Technical Support Analyst for an ONSITE position based out of Richmond, VA
Responsibilities:
Qualifications:
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.
Position Status: 12-month contract with rolling extensions
Schedule: ONSITE
Overview: Our client is looking for a Technical Support Analyst for an ONSITE position based out of Richmond, VA
Responsibilities:
- Onboarding and offboarding both new and separating employees.
- Supports and maintains user account information changes including system access rights, security, and system groups.
- Manages and monitors customer IT issues using helpdesk tools – Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
- Provides support over the phone, in person, and using remote control tools.
- Acts as a liaison to ensure the delivery of high-performance IT support services.
- Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers.
- Provides recommendations to management for the improvement of systems and processes.
- Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource.
- Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software (must be able to lift up to 50lbs).
- Performs software installations manually and via automated deployment tools and command line scripting.
- Creates documentation of work processes and procedures and creates job aids for internal staff.
Qualifications:
- Strong customer service skills with a “Customer First” attitude.
- Extensive skills and experience in desktop products including but not limited to 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 and new technologies.
- Ability to troubleshoot hardware and software issues and communicate solutions to customers both verbally and inwriting.
- Ability to communicate effectively verbally and in writing with individuals and groups.
- Basic understanding and knowledge of software packaging and deployment.
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.
Meet Your Recruiter
Jack Dawson
Account Manager
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