Technical Support Analyst

Overview

On Site
Accepts corp to corp applications
Contract - Independent
Contract - 12 month(s)

Skills

VOIP

Job Details

ob Title: IT Support / Helpdesk Technician

Location: Richmond, VA
Work Type: Onsite | Full-Time

Job Summary:

The IT Support / Helpdesk Technician will provide frontline technical assistance and support for computer systems, hardware, software, and telecommunications. This role involves managing helpdesk tickets, troubleshooting technical issues, maintaining IT inventory, and ensuring timely support for all users. The ideal candidate is customer-focused, detail-oriented, and capable of handling multiple priorities in a fast-paced environment.

Key Responsibilities:

  • Serve as the first point of contact for all IT-related support requests via phone, email, or ticketing system.

  • Accurately log, prioritize, and resolve helpdesk tickets; escalate complex issues when necessary.

  • Perform diagnostics and remediation for hardware, software, and network-related problems.

  • Support desktop, laptop, printer, and peripheral device setup and troubleshooting.

  • Assist with application installation, configuration, and updates across various systems.

  • Provide end-user training and guidance on IT tools, systems, and processes.

  • Manage and maintain accurate records of IT assets and inventory.

  • Assist with A/V system setup, maintenance, and troubleshooting as needed.

  • Support telecommunications systems including POTS lines, VoIP, and mobile device management.

  • Collaborate with IT team members to ensure timely resolution of issues and system stability.

  • Prepare weekly reports and maintain clear documentation of support activities, configurations, and procedures.

  • Perform additional IT duties and responsibilities as assigned.

Required Skills and Experience:

  • Helpdesk Support & Ticketing Systems: 2+ years - proficient in evaluating, routing, and resolving technical issues.

  • Computer Diagnostics & Remediation: 3+ years - strong troubleshooting of hardware/software problems.

  • Customer Oriented & Team Player: 3+ years - demonstrated ability to provide excellent customer service and collaborate effectively.

  • Communication Skills: 3+ years - ability to explain technical information clearly to non-technical users.

  • Inventory & Asset Management: experience maintaining IT asset records and performing reconciliations.

  • A/V Systems Support: (Nice to have) - experience setting up and maintaining audiovisual equipment.

  • Telecommunications Skills: (Nice to have) - experience with POTS lines, VoIP systems, and mobile device management.

Soft Skills & Professional Strengths:

  • Excellent customer service and communication abilities.

  • Strong problem-solving and analytical thinking skills.

  • Effective at managing priorities and escalating issues appropriately.

  • Collaborative team player with a proactive approach to support.

  • Organized, detail-oriented, and reliable under pressure.

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.