Technical Support Analyst

Title: Technical Support Analyst
Location: Richmond, VA 23219 (Onsite)
Duration: Long Term

Overview:
Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.
Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)
Manages and monitors customer IT issues using helpdesk tools ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control.
Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.
Troubleshoot software and hardware problems and enhances the level of direct services to field staff.
Install, maintain, and assist in testing and upgrading of new and existing hardware and software.
Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems.

Skills:
Customer service professional with a great attitude.
Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc.
Hands on experience in a variety of ticketing/tracking tools related to IT Support.
Ability to perform root cause analysis and create documentation related to the cause and remedy.

Nice to have:
Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc.