What are the responsibilities and job description for the Technical Support Analyst position at ASCENDING Inc.?
Title: Technical Support Analyst
Location: 100% onsite in Richmond, VA (Virginia Housing, 601 S Belvidere St, Richmond, VA 23220)
Term: 9 months contract-to-hire
Job Description
Our client is in search of a Technical Support Analyst for their IT division.
Operational
Job Summary:
Location: 100% onsite in Richmond, VA (Virginia Housing, 601 S Belvidere St, Richmond, VA 23220)
Term: 9 months contract-to-hire
Job Description
Our client is in search of a Technical Support Analyst for their IT division.
Operational
Job Summary:
- Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Diagnoses and resolves software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
- Performs preventative maintenance, including checking and cleaning of endpoints such as workstations, printers, IP Phones, and peripherals.
- Tests fixes to ensure the problem has been adequately resolved.
- Performs post-resolution follow-ups to help requests.
- Troubleshoots and repairs conference rooms phones, projectors, sound, cables, and wall plates.
- Uses remote support tools to assist users with problems and to remotely update software.
- Installs and configures new IT equipment pertinent to endpoints such as laptops, printers, and IP phones.
- If unable to correct the cause of a processing error or failure, provides proper notification to the appropriate IT staff member responsible for addressing this particular problem and its resolution.
- Laptop Refresh
- Mobile Device Refresh
- Printer Refresh
- Outstanding customer services skills and the ability to handle the most difficult situation professionally, skills such as listening skills, integrity, positive attitude, ability to make decisions, and patience are essential.
- Administrative skills include composing emails, keyboarding, and administrative reporting tasks.
- Ability to work independently to identify and resolve network, server, desktop, and application admin issues.
- Ability to assist business clients with applications, connectivity, training, and problem-solving.
- Ability to communicate technical information to non-technical personnel.
- Knowledge of computer and/or network security systems, applications, procedures, and techniques.
- Outstanding skills in organizing resources and establishing priorities.
- Excellent verbal and written communication skills.
- Ability to learn and support new systems and applications.
- Experience or knowledge in desktop operating systems such as Windows, Mac OS, Linux.
- Basic hardware and software troubleshooting, installation, and repair.
- Microsoft Office
- E-mail client configuration (Outlook, mobile devices)
- Networking (basic knowledge of switches, firewalls, VPN clients, wireless networking)
- Basic experience or knowledge with Windows Server Active Directory, DNS, DHCP
- Basic experience or knowledge with VOIP
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