This job is closed
We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.
Technical Support Analyst
$83,200 - $93,600/Yr
St Jardins Inc. - Richmond, VA
posted 2 months ago
Full-time - Entry Level
Richmond, VA
About the position
The Technical Support Analyst position at St Jardins Inc. involves providing on-site technical support primarily for Windows desktop users in an enterprise environment. The role focuses on troubleshooting hardware and software issues, managing IT requests, and enhancing user experience through effective problem resolution and customer service.
Responsibilities
- Issue new workstations to incoming employees and coordinate issuance during orientations and internal refreshes.
- Troubleshoot and issue peripheral devices such as monitors, docking stations, and input/output devices.
- Manage and monitor customer IT issues using helpdesk tools like ServiceNow, Ivanti, and SharePoint.
- Provide support over the phone, in person, and using remote control.
- Assist customers in managing and fixing software and application issues on desktops, laptops, tablets, and printers.
- Troubleshoot software and hardware problems to enhance direct services to field staff.
- Install, maintain, and assist in testing and upgrading new and existing hardware and software.
- 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 tools like SharePoint, OneDrive, and Office products.
Requirements
- Strong customer service skills with a Customer First attitude.
- Extensive experience in desktop products including Windows 11, SharePoint Online, OneDrive, Teams, and MS O365.
- Ability to utilize troubleshooting tools and skills in managing desktops, laptops, and tablets.
- Excellent research and investigative skills.
- Knowledge and experience in Active Directory, command line tools, remote support tools, and basic networking.
- Experience 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 effectively.
- Basic understanding of software packaging and deployment, preferably using Ivanti End Point Manager.
