Technical Support Analyst (Onsite)

Job Title:

Technical Support Analyst (Onsite)

Location:

Richmond, VA

Duration:

9 Months

Pay Rate:

$38/hr on C2C / 1099 all inclusive (OR) $34/hr on W2

Interview Process:

Web Cam Interview Only

Note:

ON SITE REQUIRED: 5 days/week. Parking not provided for contractors

Job Description

Client is seeking a local candidate for an on-site technical support and software deployment position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment and creating/deployment software packages.

ABOUT THE ROLE

• Performs software installations manually and via automated deployment tools and command line scripting

• Keep software updated on clients with the latest patches and updates

• Create software packages for ease of use and consistent deployments to agency

• Onboarding and offboarding both new and separating employees

• Supports and maintains user account information changes including system access rights, security, and system groups

• Manages and monitors customer IT issues using helpdesk tools Keystone Edge (KSE), Shared Email Inbox, and SharePoint.

• Provides support over the phone, in person, and using remote control tools

• Acts as a liaison to ensure the delivery of high-performance IT support services

• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers

• Provides recommendations to management for the improvement of systems and processes

• Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource

• Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)

• Creates documentation of work processes and procedures, and creates job aids for internal staff

Top Skills & Years of Experience

Required Skills:

• Working experience with Microsoft Software Installer (MSI) packaging, and packaging software for installation, testing, and deployment to desktops remotely

• Working knowledge of Managed Engine Endpoint Central, Microsoft Systems Center Configuration Manager (SCCM), and other automation tools for updates, patching, and software vulnerability remediation.

• Considerable experience troubleshooting software packages, deployments, and client components.

• Considerable scripting experience with but not limited to PowerShell, VBScript, and batch scripts.

• Working knowledge analyzing vulnerability reports to determine patching priorities.

• Strong customer service skills with a "Customer First" attitude

• Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365

• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones

• Excellent research and investigative skills

• Knowledge and experience in Active Directory, Group Policy (GPO), 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 verbally and inwriting

• Ability to communicate effectively verbally and in writing with individuals and groups
  

Required/Desired Skills

Recruiter Details:

Name : Karthikeya at gsksolutions dot com

Contact : Two eight one Three eight five Nine one one one