Information Technology Support Analyst

Our government client is looking for an experienced IT Support Analyst on a 6+ months renewable contract role in Richmond, VA.

Position – IT Support Analyst

Notes:

• Interviews will be conducted ONSITE, NO exceptions

• Candidates MUST be able to work ONSITE 100%

JOB DESCRIPTION:

The agency 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 control

Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers

Troubleshoot software and hardware problems and enhances the level of direct services to field staff

Install, maintain, and assist 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 agency staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products

QUALIFICATIONS:

•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

•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 Experience:

3 years of Customer service professional with a great attitude Required

3 years of Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc Required

3 years of Hands on experience in a variety of ticketing/tracking tools related to IT Support Required

3 years of Ability to perform root cause analysis and create documentation related to the cause and remedy Required

3 years of Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc Desired

About Vector:

Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY

www.vectorconsulting.com

“Celebrating 30 years of service.”