What are the responsibilities and job description for the Technical Support Analyst position at cyberThink Inc?
Job Description:
As a Technical Support Analyst, you will provide on-site technical support to Windows desktop users in an enterprise environment. You will manage and monitor IT issues using helpdesk tools, provide support over the phone, in person, and using remote control, and act as a liaison to ensure high-performance IT support services.
Key responsibilities include:
cyberThink is an Equal Opportunity Employer.
As a Technical Support Analyst, you will provide on-site technical support to Windows desktop users in an enterprise environment. You will manage and monitor IT issues using helpdesk tools, provide support over the phone, in person, and using remote control, and act as a liaison to ensure high-performance IT support services.
Key responsibilities include:
- Manage and monitor customer IT issues using helpdesk tools such as KSE, Ivanti, and SharePoint. Provide support over the phone, in person, and via remote control.
- Act as a liaison between Client and Client/SAIC to ensure delivery of high-performance IT support services.
- Work directly with customers to manage and fix software and application issues on desktops, laptops, tablets, and printers.
- Provide management with recommendations for systems and process improvements.
- Troubleshoot software and hardware problems, enhancing the level of direct services to field staff.
- Install, maintain, and assist in testing and upgrading new and existing hardware and software.
- Provide advanced problem management, troubleshooting, root cause analysis, and escalations to resolve customer problems.
- Create job aids for internal Client 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.
- Extensive knowledge and experience in Active Directory, GPOs, remote support tools, and basic networking.
- Experience in working with help request tracking and reporting tools.
- Knowledge of IT concepts, trends, and new technologies.
- Ability to troubleshoot hardware and software issues and communicate solutions to customers both in the 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).
cyberThink is an Equal Opportunity Employer.
Salary : $25 - $35
Technical Support Analyst 2
Intellectual Capitol (ICAP) -
Richmond, VA
Technical Support Analyst
Onit -
Richmond, VA
Desktop Support Analyst
Networking Technologies and Support, Inc. -
Richmond, VA
