What are the responsibilities and job description for the SCC - Technical Support Analyst 2 position at TMS?
Job Description
Job Description
Job Title : Technical Support Analyst
Location : Richmond, VA (Hybrid)
Duration : 6-12 Months with possible extension
TO NOTE : ON SITE REQUIRED : first 30 days - 100% ON SITE required for training purposes. After training schedule will be 2 -3 days on site. Schedule is on a rotation with other team members to make sure internal clients have adequate coverage.
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 Helpdesk 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.
Required / Desired Skills SkillRequired / DesiredAmountof ExperienceRecent experience in a full-time Help Desk / Technical Support positionRequired2YearsWorking knowledge of and experience with Windows 10 and Windows 11 operating systems and Microsoft desktop software products, including MS Office prodRequired2Years2 or more years of experience entering information and working with a trouble ticket, issue tracking systemRequired2YearsExperience and proficiency with Microsoft, Visio, SharePoint and Office applicationsRequired2YearsProven analytical and problem-solving abilitiesRequired2YearsExcellent verbal and written communication skillsRequired2YearsAbility to work independently with minimal direction and as a teamRequired2YearsHighly motivated and self- directedRequired2YearsAbility to present ideas in business-friendly and user-friendly language.Required2YearsAbility to work independently with minimal direction and as a teamRequired2YearsHighly motivated and self- directedRequired2YearsKnowledge of Active DirectoryDesired2YearsCompTIA A CertificationDesired2YearsExperience with Symantec's Altiris and Ivanti's Service Desk.Desired2Years Questions No.QuestionQuestion1Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment?Question2Please list candidate's email address.Question3In what city and state does your candidate currently reside? Pls note : if you put Richmond, VA and phn# and resume entries do not support this, then pls help your candidate by uploading a recent utility bill or Drivers license with their name and local RVA address AT TIME OF SUBMITTAL under the Reference Tab in Vector. This saves time and helps us to confirm they are truly local to RVA. Tks!Question4ON SITE REQUIRED : first 30 days - 100% ON SITE required for training purposes. After training schedule will be 2 -3 days on site. Schedule is on a rotation with other team members to make sure internal clients have adequate coverage. Does your candidate agree to this arrangement if selected?
