Technical Support Analyst 4

V-Soft Consulting Group - Richmond, VA

Full-time - Entry Level

Richmond, VA

Professional, Scientific, and Technical Services

About the position

The Technical Support Analyst 4 role at V-Soft Consulting involves providing advanced technical support for desktop products and troubleshooting hardware and software issues. The position requires strong customer service skills and the ability to manage IT issues effectively using various helpdesk tools. The analyst will work closely with customers to resolve technical problems and enhance the use of IT infrastructure.

Responsibilities

• Install, maintain, and assist in testing and upgrading of new and existing hardware and software.
• Issue new workstations to incoming employees and coordinate issuance during employee orientations and internal refreshes.
• Troubleshoot and issue peripheral devices provided alongside workstations, such as monitors and docking stations.
• Manage and monitor customer IT issues using helpdesk tools like ServiceNow, Ivanti, and SharePoint, providing support over the phone, in person, and using remote control.
• Troubleshoot software and hardware problems to enhance direct services to field staff.
• Provide advanced problem management, troubleshooting, root cause analysis, and escalations to resolve customer problems.
• Create job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products.
• Work directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.

Requirements

• Strong customer service skills with a Customer First attitude.
• Extensive skills and experience in desktop products including 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.
• Knowledge and experience in Active Directory, cmd line tools, remote support tools, and basic networking.
• Experience in working with help request tracking and reporting tools.
• Knowledge of IT concepts, trends, and new technologies.
• Ability to troubleshoot hardware and software issues and communicate solutions to customers effectively.
• Basic understanding of software packaging and deployment, preferably using Ivanti End Point Manager.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Competitive compensation