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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** Cornerstone Barricades - **Location:** Richmond, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Application Packaging, Desktop Computing, Microsoft Office, Networking Basics, Remote Service Software, Microsoft SharePoint, Software Engineering, Windows Desktop, Diagnostic Tools, Office365, Tablet Computers, Peripherals, Microsoft Onedrive, Information Technology, Landesk, Laptops, Tools for Reporting - **Published:** August 28, 2026 - **Apply:** https://focusedhrsolutions.betterteam.com/m-8-5-743644-technical-support-analyst-richmond-va-(100-on-site)/apply/standard ## About the Role * 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. ## Description 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. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [CountrPT: Startup Product Presentation](https://www.wearedevelopers.com/videos/1161-countrpt-startup-product-presentation) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)