Technical Support Analyst 3

Job Title: Technical Support Analyst 3 Job ID: 24-04610 Location: Richmond, VA Duration: 12 months of contract

ABOUT THE ROLE

The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.

• Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support.
• The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment.
• They must also have a fundamental understanding of Personal Computer and Information Systems operations.
• The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date.
• As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams.
• The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing.
• The candidate also must be able to perform in a team environment

Help Desk Tech Job Duties include:

• Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.
• Perform installation and troubleshooting of PC s, printers, iPhones and software.
• Daily inspections of server room and data closets
• Manage backup tape rotation and cases for offsite pickup
• Perform network jack activation for correct VLAN
• Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.
• Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets.

Skill Matrix:

Skill	Required / Desired	Amount	of Experience
Respond to and direct help desk tickets to other technicians for resolution	Required	2	Years
installation and troubleshooting of PCs, printers, iPhones and software	Required	2	Years
Daily inspections of server room and data closets	Required	1	Years
Manage backup tape rotation and cases for offsite pickup	Required	1	Years
Some Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPN	Required	1	Years
Perform network jack activation for correct VLAN	Required	2	Years
Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.	Required	1	Years
Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets	Required	1	Years
Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools	Required	1	Years
Strong presence, professional image, and ability to deal confidently with technical matters	Desired
Excellent verbal and written communications skills	Desired
Highly motivated, self-sufficient and able to work well independently	Desired

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.