Integrated Resources
Technical Support Analyst 4
Integrated Resources, Richmond, Virginia, United States, 23214
Job Title: Technical Support Analyst 4Location: Richmond, VA (Onsite)Duration: 10 MonthsInterview: In-Person
Local candidates strongly preferredInterviews will be conducted ONSITE, NO exceptionsCandidates MUST be able to work ONSITE 100%
Job Description:
The client 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 & Responsibilities:
Manages and monitors customer IT issues using helpdesk tools - KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control.Acts as a liaison between clients to ensure the delivery of high-performance IT support services.Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.Provides management with recommendations for systems and process improvements.Troubleshoots software and hardware problems and enhances the level of direct services to field staff.Installs, maintains, and assists 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 client 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 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)
Mandatory Skills:
Customer service professional with a great attitude. Required 3 Years.Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. Required 3 Years.Hands on experience in a variety of ticketing/tracking tools related to IT Support. Required 3 Years.Ability to perform root cause analysis and create documentation related to the cause and remedy. Required 3 Years.Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired 3 Years
Local candidates strongly preferredInterviews will be conducted ONSITE, NO exceptionsCandidates MUST be able to work ONSITE 100%
Job Description:
The client 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 & Responsibilities:
Manages and monitors customer IT issues using helpdesk tools - KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control.Acts as a liaison between clients to ensure the delivery of high-performance IT support services.Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.Provides management with recommendations for systems and process improvements.Troubleshoots software and hardware problems and enhances the level of direct services to field staff.Installs, maintains, and assists 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 client 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 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)
Mandatory Skills:
Customer service professional with a great attitude. Required 3 Years.Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. Required 3 Years.Hands on experience in a variety of ticketing/tracking tools related to IT Support. Required 3 Years.Ability to perform root cause analysis and create documentation related to the cause and remedy. Required 3 Years.Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired 3 Years