Technical Support Analyst

DataStaff is in need of a Technical Support Analyst for one of our direct clients in the Richmond, VA area for a long-term contract opportunity.

*This position is onsite
Responsibilities:

• 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

• Troubleshoots software and hardware problems and enhances the level of direct services to field staff
• Installs, maintains, and assists 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
• Creates job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products.

Experience & Skills:

• Experience supporting Windows desktop users in an enterprise environment.
• Strong customer service skills with a Customer First attitude
• Extensive skills and experience in desktop products including but not limited to 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, basic networking
• Experience in working with help request tracking and reporting tools
• Knowledge of IT concepts and trends and new technologies
• Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
• Ability to communicate effectively orally and in writing with individuals and groups
• Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)

Required Skills:

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

Desired Skills:

• 3 Years -Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc.

This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.

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.