Jr. Technical Support Analyst

ABOUT THE ROLE

This position provides consultative and technical support services to Virginia State Agency's 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.

Job Type: Contract

Pay: Up to $33.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Experience:

• Ability to diagnose and resolve technical issues: 3 years (Required)
• evaluate problems and implement effective solutions: 3 years (Required)
• work with technical and non-technical users: 3 years (Required)
• Strong customer service focus for handling frustrated users: 3 years (Required)
• help desk or technical support role: 3 years (Required)
• ticketing systems such as Service Now: 3 years (Required)
• prioritize tasks, manage time, maintain detail records: 3 years (Required)
• Microsoft office software: 3 years (Required)
• Outlook, Word, Excel, Access, PPT, and Internet Explorer: 3 years (Required)
• operating systems (Windows, macOS, Linux): 3 years (Required)
• network fundamentals (TCP/IP, DNS, DHCP): 3 years (Required)

Work Location: In person

Salary : $33