Technical Support Analyst

Job Description

Job Description

Role : Technical Support Analyst

Location : Richmond, VA - Hybrid

ABOUT THE ROLE

The SCC seeks an experienced Technical Support Analyst to answer phones and emails that come into the Helpdesk. This individual will be responsible for ensuring that phones and emails are answered in a timely manner and Service Desk tickets are created and assigned to Help Desk analysts as needed.

• Answering all calls for the Helpdesk, creating tickets, and assigning them to the Helpdesk analysts.
• Candidate performs password resets, and unlocks AD, eSCC, and RSA accounts as needed.
• Candidate is responsible for all new hire PC builds and the deployment of that equipment to the new hires' office.
• Candidate is also responsible for the reimaging of all PCs returned to the Helpdesk for redeployment.
• Additionally, the Candidate installs software to end user PCs as requested.
• Candidate performs PC troubleshooting as needed.
• Candidate manages loaner laptops ensuring they are updated and patched as needed. Candidate reimages them once they are returned to the Helpdesk for future deployments to SCC staff.

Skill Required / Desired Amount of Experience Recent experience in a full-time Help Desk / Technical Support position Required 2 Years Working knowledge of and experience with Windows 10 and Windows 11 operating systems and Microsoft desktop software products, including MS Office prod Required 2 Years 2 or more years of experience entering information and working with a trouble ticket, issue tracking system Required 2 Years Experience and proficiency with Microsoft, Visio, SharePoint and Office applications Required 2 Years Proven analytical and problem-solving abilities Required 2 Years Excellent verbal and written communication skills Required 2 Years Ability to work independently with minimal direction and as a team Required 2 Years Highly motivated and self-directed Required 2 Years Ability to present ideas in business-friendly and user-friendly language. Required 2 Years Ability to work independently with minimal direction and as a team Required 2 Years Highly motivated and self-directed Required 2 Years Knowledge of Active Directory Desired 2 Years CompTIA A Certification Desired 2 Years Experience with Symantec's Altiris and Ivanti's Service Desk. Desired

About Us :

InterSources Inc , a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.