Technical Support Analyst

Location: Richmond, VA - local candidates only
Position Type: 100% Onsite
Contract Length: 7 months

Position Overview:
The onsite Technical Support Specialist will have experience in enterprise-level Windows desktop support to provide direct assistance to users and manage IT issues. The ideal candidate will excel in troubleshooting hardware and software, issuing and maintaining equipment, and offering exceptional customer service.

Duties:

• Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.
• Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)
• Manages and monitors customer IT issues using helpdesk tools – ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
• Troubleshoot software and hardware problems and enhances the level of direct services to field staff
• Install, maintain, and assist 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 VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products

Required Skills:

• 3 years of experience as a customer service professional with a great attitude.
• 3 years of experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc.
• 3 years of hands on experience in a variety of ticketing/tracking tools related to IT Support.
• 3 years of experience performing root cause analysis and creating documentation related to the cause and remedy.
• 3 years of experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. preferred