Lorven Technologies
Technical Support Analyst 4 - Richmond, VA
Lorven Technologies, Richmond, Virginia, United States, 23214
Role: Technical Support Analyst 4
Location: 1401 E. Broad St. Richmond, VA 23219 - 100% onsite
Job Description:
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 controlActs as a liaison between VDOT and VITA/SAIC to ensure the delivery of high-performance IT support servicesWorks directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printersProvides management with recommendations for systems and process improvementsTroubleshoots software and hardware problems and enhances the level of direct services to field staffInstalls, maintains, and assists in testing and upgrading of new and existing hardware and softwareProvides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problemsCreates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office productsREQUIRED EXPERIENCE & SKILLS
Strong customer service skills with a Customer First attitudeExtensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tabletsExcellent research and investigative skillsExtensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networkingExperience in working with help request tracking and reporting toolsKnowledge of IT concepts and trends and new technologiesAbility to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the fieldAbility to communicate effectively orally and in writing with individuals and groupsBasic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
Location: 1401 E. Broad St. Richmond, VA 23219 - 100% onsite
Job Description:
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 controlActs as a liaison between VDOT and VITA/SAIC to ensure the delivery of high-performance IT support servicesWorks directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printersProvides management with recommendations for systems and process improvementsTroubleshoots software and hardware problems and enhances the level of direct services to field staffInstalls, maintains, and assists in testing and upgrading of new and existing hardware and softwareProvides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problemsCreates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office productsREQUIRED EXPERIENCE & SKILLS
Strong customer service skills with a Customer First attitudeExtensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tabletsExcellent research and investigative skillsExtensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networkingExperience in working with help request tracking and reporting toolsKnowledge of IT concepts and trends and new technologiesAbility to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the fieldAbility to communicate effectively orally and in writing with individuals and groupsBasic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)