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Astyra Corporation - Richmond, VA
posted 2 months ago
Full-time - Entry Level
Richmond, VA
Professional, Scientific, and Technical Services
About the position
The Technical Support Analyst position is focused on providing on-site technical support to Windows desktop users in an enterprise environment. The role involves troubleshooting hardware and software issues, managing customer IT problems, and enhancing user experience through effective communication and problem-solving skills.
Responsibilities
- Issue new workstations to incoming employees and coordinate issuance during employee orientations.
- Issue and troubleshoot peripheral devices provided alongside workstations, including monitors and docking stations.
- Manage and monitor customer IT issues using helpdesk tools such as ServiceNow, Ivanti, and SharePoint.
- Provide support over the phone, in person, and using remote control tools.
- 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 such as SharePoint, OneDrive, and Office products.
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 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.
Nice-to-haves
- Experience assisting end users with a variety of technical issues including peripherals, mobile devices, and printers.
