Technical Support Analyst

Job Title: Technical Support AnalystLocation: Richmond VADuration: ContractSeeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.100% ON SITE Required from Day 1. Parking is NOT provided for contractorsABOUT THE ROLEDuties and Responsibilities:Onboarding and offboarding both new and separating employeesSupports and maintains user account information changes including system access rights, security, and system groupsManages and monitors customer IT issues using helpdesk tools Keystone Edge (KSE), Shared Email Inbox, and SharePoint.Provides support over the phone, in person, and using remote control toolsActs as a liaison 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, printers and copiersProvides recommendations to management for the improvement of systems and processesProvides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resourceInstalls, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)Performs software installations manually and via automated deployment tools and command line scriptingCreates documentation of work processes and procedures, and creates job aids for internal staffRequired Skills:Strong customer service skills with a Customer First attitudeExtensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phonesExcellent research and investigative skillsKnowledge and experience in Active Directory, Group Policy (GPO), 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 verbally and inwritingAbility to communicate effectively verbally and in writing with individuals and groupsBasic understanding and knowledge of software packaging and deployment