What are the responsibilities and job description for the Hybrid Technical Support position at i-Link Solutions Inc?
Technical Support Analyst 2
Location: Richmond, VA
Duration: 45 days
4 days /week ON SITE required (One remote/week)
Parking is NOT provided for contractors
ABOUT THE ROLE
This position provides consultative and technical support services to agency staff to ensure timely problem resolution, system/data access and optimal system performance
· Act as a first point of contact for providing technical support to all areas within the organization.
· Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed.
· Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
· Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
· Triage and route advanced second and third tier requests to the appropriate technical personnel.
· Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
Skills
· 3yrs exp- Ability to diagnose and resolve technical issues efficiently. This includes analytical skills to evaluate problems and implement effective solutions.
· 3yrs exp- Ability to explain technical concepts in simple terms to non-technical users.
· 3yrs exp- A strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious.
· 3yrs exp- Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
· 3yrs exp- The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
· 3yrs exp- Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
· 3yrs exp- Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).
Disclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender
identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.
Job Type: Contract
Pay: $30.00 - $32.00 per hour
Schedule:
- 8 hour shift
Work Location: In person
Salary : $30 - $32
