Technical Support Analyst

Our 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., * 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 VDOT and VITA/SAIC 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 VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products.

• 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;
• Extensive knowledge and experience in Active Directory, GPOs, 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 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.