IT Support Analyst

Client: VSU

Title: IT Support Analyst

Duration: 6 Months (Possible Extensions)

Location: Colonial Heights, VA

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.

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.