What are the responsibilities and job description for the Technical Support Analyst 2 position at Intellectual Capitol (ICAP)?
Postion is 4 days onsite in Richmond, VA & 1 day remote***
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.
Keep a pulse on the job market with advanced job matching technology.
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