Technical Support Analyst 2

Job Title: Tech Support Analyst
Location: Richmond, VA (100% onsite for the first month only; after training schedule will be 2-3 days onsite)
Duration: 1 year Contract (High possibility of extension)

Job Description:
Position Summary:

• The client seeks an experienced Technical Support Analyst to answer phones and emails that come into the Helpdesk. This individual will be responsible for ensuring that phones and emails are answered in a timely manner and Service Desk tickets are created and assigned to Helpdesk analysts as needed.

Roles & Responsibilities:

• Answering all calls for the Helpdesk, creating tickets, and assigning them to the Helpdesk analysts.
• Candidate performs password resets, and unlocks AD, eSCC, and RSA accounts as needed.
• Candidate is responsible for all new hire PC builds and the deployment of that equipment to the new hires office.
• Candidate is also responsible for the reimaging of all PCs returned to the Helpdesk for redeployment.
• Additionally, the Candidate installs software to end user PCs as requested.
• Candidate performs PC troubleshooting as needed.
• Candidate manages loaner laptops ensuring they are updated and patched as needed. Candidate reimages them once they are returned to the Helpdesk for future deployments to SCC staff.

Required Skills:

• Recent experience in a full-time Help Desk/Technical Support position
• Working knowledge of and experience with Windows 10 and Windows 11 operating systems and Microsoft desktop software products, including MS Office products
• 2 or more years of experience entering information and working with a trouble ticket, issue tracking system
• Experience and proficiency with Microsoft, Visio, SharePoint and Office applications
• Proven analytical and problem-solving abilities
• Excellent verbal and written communication skills
• Ability to work independently with minimal direction and as a team
• Highly motivated and self-directed
• Ability to present ideas in business-friendly and user-friendly language.
• Ability to work independently with minimal direction and as a team
• Highly motivated and self-directed

Desired Skills:

• Knowledge of Active Directory
• CompTIA A+ Certification
• Experience with Symantec s Altiris and Ivanti s Service Desk.