What are the responsibilities and job description for the Technical Support Analyst position at V2Soft?
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Technical Support Analyst
Work performed onsite M-F (8A-5P) with occasional ability for after hours or weekend special projects.
The Client is looking for a skilled IT technician to support their end user computing needs either remotely or at user’s workstation. This person will need to quickly resolve any issues that arise on a user’s machine, including hardware, drivers, or software. The person should be energetic, engaging, and patient with end users, exhibiting a customer service mindset.
Job Responsibilities
This person will support Clients end users and executives, and the candidate must have experience supporting users in a business professional environment and have Office 365 (and all products within), Active Directory, SCCM, and Tier 2 or Tier 3 support experience to resolve any end user computing issues coming through the ServiceNow Ticketing System. Ability to work independently as well as collaborate with peers for technical resolution assistance. Work performed onsite M-F (8A-5P) with occasional ability for after hours or weekend special projects.
This person will handle troubleshooting of complex issues and may also help to image laptops and deploy/hook up new hire equipment (monitors, docks, etc.).
Qualifications
Required:
- Operating systems and utilities, Active Directory, Windows 10 & 11.
- Office 365 and all products within suite including Teams.
- Imaging (PXE boot) of laptops and desktops.
- Service Now.
- Networking; memory structure; cloud computing and SaaS applications; hardware and software interfacing; operational needs regarding data communications; user needs analysis; computer hardware and software; applications and user systems; peripherals; computer assembly.
Nice To Have:
- Zoom Poly or any other A/V support.
- Global Protect VPN.
- Data storage and security; agency rules/regulations and policies/procedures.
- Call Centre environment experience.
Ability to: follow through with problem resolution quickly and communicate status throughout resolution cycle; clearly communicate information/ideas to others, especially in person; assist end users by active listening to understand their problems and quickly identify potential solutions.
