Technical Support Analyst 2

Job Title: Technical Support Analyst 2
Location: Richmond, VA 23019
Duration:
Interview: Web Cam Interview Only

NOTE: Parking is NOT provided for contractors.

About The Role:

This position provides consultative and technical support services to ensure timely problem resolution, system/data access and optimal system performance.

• This position provides consultative and technical support services to ensure timely problem resolution, system/data access and optimal system performance
• Act as a first point of contact for providing technical support to all areas within the organization.
• Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed.
• Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
• Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
• Triage and route advanced second and third tier requests to the appropriate technical personnel.
• Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.

Skill:
Require 3+ years of experience in ability to diagnose and resolve technical issues efficiently. This includes analytical skills to evaluate problems and implement effective solutions.
Require 3+ years of experience in ability to explain technical concepts in simple terms to non-technical users.
Require 3+ years of experience in a strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious.
Require 3+ years of hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
Require 3+ years of experience in the ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
Require 3+ years of experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
Require 3+ years of experience in proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).