Technical Support Analyst - 100% ON SITE // Local to Virginia

Engagement Type

Contract

Short Description

This role is 100% on site with the potential for 1 day a week remote. MUST BE ABLE TO INTERVIEW AND WORK ON SITE.

LOCAL CANDIDATES STRONGLY PREFERRED.

Complete Description

ABOUT THE ROLE

100% on site with 1 Possible Telework Day









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.













Technical Requirements

- 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.























What

We re Looking For:

Communication Skills:

The ability to translate \"tech-speak\" into helpful instructions

for non-technical users.

Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.







Active Listening: Picking up on the \"clues\" a user gives to diagnose an issue they might not have the words to describe.



Clear Communication: The \"Translate Tech-to-Human\" skill explaining complex fixes in simple, jargon-free language.



Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.





Our

Commitment to You





We believe in clear expectations and

constant growth. You can expect frequent, constructive feedback, interim

evaluations to track your progress, and all the resources you need to master

your role and hit your performance goals.





Requirements & Qualifications





Minimum Qualifications





Education:

Associate s degree in Information Technology, Computer Science, or a related

field (or equivalent professional experience).





Technical

Proficiency: Hands-on experience troubleshooting Windows/MacOS environments

and common hardware (desktops, and laptops).





Compliance

Knowledge: Basic understanding of IT security principles and data privacy

standards.





Preferred Skills





Certifications:

CompTIA A+, Network+, or Google IT Support Professional Certificate.





Customer

Service: A background in Help Desk technical support, ideally in an

academic or corporate setting.





Physical Requirements





Ability

to work 100% on-site with possible Telework options





Ability

to lift and move computer equipment (up to 30 lbs.) and navigate classroom

environments to perform installations.

Required/Desired Skills

Skill	Required/Desired	Amount	of Experience
Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.	Required	3.0	Years
Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.	Required	3.0	Years
Active Listening: Picking up on the "clues" a user gives to diagnose an issue they might not have the words to describe.	Required	3.0	Years
Clear Communication: The "Translate Tech-to-Human" skill explaining complex fixes in simple, jargon-free language.	Required	3.0	Years
Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.	Required	3.0	Years