InfoPeople
VDOT - Technical Support Analyst 4
InfoPeople, Richmond, Virginia, United States, 23214
The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
Duties and Responsibilities
Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)Manages and monitors customer IT issues using helpdesk tools - ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote controlWorks directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printersTroubleshoot software and hardware problems and enhances the level of direct services to field staffInstall, maintain, and assist 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 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 skillsKnowledge and experience in Active Directory, cmd line tools, 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)Skills
Customer service professional with a great attitude. Required: 3 YearsExperience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. Required: 3 YearsHands on experience in a variety of ticketing/tracking tools related to IT Support. Required: 3 YearsAbility to perform root cause analysis and create documentation related to the cause and remedy. Required: 3 YearsExperience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired: 3 Years
Duties and Responsibilities
Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)Manages and monitors customer IT issues using helpdesk tools - ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote controlWorks directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printersTroubleshoot software and hardware problems and enhances the level of direct services to field staffInstall, maintain, and assist 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 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 skillsKnowledge and experience in Active Directory, cmd line tools, 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)Skills
Customer service professional with a great attitude. Required: 3 YearsExperience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. Required: 3 YearsHands on experience in a variety of ticketing/tracking tools related to IT Support. Required: 3 YearsAbility to perform root cause analysis and create documentation related to the cause and remedy. Required: 3 YearsExperience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired: 3 Years