RICEFW Technologies
VDOT - Technical Support Analyst 4 - Fully Onsite in Richmond, VA
RICEFW Technologies, Richmond, Virginia, United States, 23214
.* local candidates strongly preferred* interviews will be conducted ONSITE, NO exceptions* candidates MUST be able to work ONSITE 100%
VDOT 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:
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 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 O3NA•Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets•Excellent research and investigative skills•Knowledge and experience in Active Directory, cmd line tools, 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 SkillsSkill Required /Desired Amount Consultant Experience Customer service professional with a great attitude. Required 3 Experience supporting a Windows based enterprise including Windows 11, Office 3NA, Teams, OneDrive, etc. Required 3 Hands on experience in a variety of ticketing/tracking tools related to IT Support. Required 3 Ability to perform root cause analysis and create documentation related to the cause and remedy. Required 3 Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired 3
QuestionsNo. Question Question1 Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment? Question2 Please list candidate's email address.
VDOT 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:
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 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 O3NA•Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets•Excellent research and investigative skills•Knowledge and experience in Active Directory, cmd line tools, 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 SkillsSkill Required /Desired Amount Consultant Experience Customer service professional with a great attitude. Required 3 Experience supporting a Windows based enterprise including Windows 11, Office 3NA, Teams, OneDrive, etc. Required 3 Hands on experience in a variety of ticketing/tracking tools related to IT Support. Required 3 Ability to perform root cause analysis and create documentation related to the cause and remedy. Required 3 Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired 3
QuestionsNo. Question Question1 Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment? Question2 Please list candidate's email address.