IT Support Analyst

Our government client is looking for an experienced IT Support Analyst on a hybrid 9+ months renewable contract role in Colonial Heights, VA.

Position – IT Support Analyst | W2 RatE - $30/hr

Responsibilities:
Key Responsibilities

• Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.
• Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).
• Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.
• Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.
• Knowledge Base Growth: Contribute to our internal "How-To" guides to help users (and the team) help themselves.

• Operating Systems: Proficiency in Windows 10/11 and macOS environments.
• Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.
• Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.
• Identity Management: Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).
• Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.

• 3 Years of Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users. Required
• 3 Years of Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer. Required
• 3 Years of Active Listening: Picking up on the "clues" a user gives to diagnose an issue they might not have the words to describe. Required
• 3 Years of Clear Communication: The "Translate Tech-to-Human" skill—explaining complex fixes in simple, jargon-free language. Required
• 3 Years of Multitasking: The ability to type accurate notes while speaking and navigating multiple screens. Required

About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization''s operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY

“Celebrating 30 years of service.”
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