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RICEFW Technologies - Richmond, VA
posted 2 months ago
Full-time
Richmond, VA
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About the position
VDOT is seeking a Technical Support Analyst 4 to provide on-site technical support for Windows desktop users in an enterprise environment. The role involves managing IT issues, troubleshooting hardware and software problems, and enhancing customer service through effective communication and problem-solving skills.
Responsibilities
- Issue new workstations to incoming employees and coordinate issuance during orientations.
- Troubleshoot and issue peripheral devices provided alongside workstations.
- Manage and monitor customer IT issues using helpdesk tools such as ServiceNow, Ivanti, and SharePoint.
- 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 VDOT 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 O3NA.
- 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.
Nice-to-haves
- Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers.
