What are the responsibilities and job description for the Technical Support Analyst 4 position at Integrated Resources, Inc ( IRI )?
Job Title: Technical Support Analyst 4
Location: Richmond, VA (Onsite)
Duration: 10 Months
Interview: In-Person
Location: Richmond, VA (Onsite)
Duration: 10 Months
Interview: In-Person
- Local candidates strongly preferred
- Interviews will be conducted ONSITE, NO exceptions
- Candidates MUST be able to work ONSITE 100%
- The client 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.
- Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control.
- Acts as a liaison between clients 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, and printers.
- Provides management with recommendations for systems and process improvements.
- Troubleshoots software and hardware problems and enhances the level of direct services to field staff.
- Installs, maintains, and assists 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 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, 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
