1-20- 743644 - Technical Support Analyst

Position will be worked 100% on-site in Richmond, VA. Candidate must be able to attend in-person interview. Our direct client has an opening for a Technical Support Analyst position # 743644. This position is for 9 - 12+ months, with option of extension, and will be worked 100% on-site in Richmond, VA. Description Our client is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment. Duties and Responsibilities Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control; Acts as a liaison between VDOT and VITA/SAIC to ensure the delivery of high-performance IT support services; Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers; Provides management with recommendations for systems and process improvements; Troubleshoots software and hardware problems and enhances the level of direct services to field staff; Installs, maintains, and assists 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 Experience & Skills Strong customer service skills with a Customer First attitude; Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365; Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets; Excellent research and investigative skills; Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking; Experience in working with help request tracking and reporting tools; Knowledge of IT concepts and trends and new technologies; Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field; Ability to communicate effectively orally and in writing with individuals and groups; Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite). Required/Desired Skills Customer service professional with a great attitude. - Required - 3 Years; Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. - Required - 3 Years; Hands on experience in a variety of ticketing/tracking tools related to IT Support. - Required - 3 Years; Ability to perform root cause analysis and create documentation related to the cause and remedy. - Required - 3 Years; Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. - Desired - 3 Years. #J-18808-Ljbffr Focused HR Solutions