Technical Support Analyst

Title : Technical Support Analyst

Location : Richmond, VA (Hybrid)

Duration : 12 months

Job Description:

• Interview Type In Person Only

Technical Skills:

• Helpdesk Support & Ticketing Systems
• Proficient in evaluating, routing, prioritizing, and resolving technical issues using helpdesk platforms.
• Hardware & Software Troubleshooting
• Hands-on experience with desktops, laptops, printers, AV equipment, and peripheral devices.
• Telecom & Mobile Device Management
• Skilled in managing desk phones, cell phones, and cellular connectivity, including troubleshooting and reconciliation.
• Application Installation & Configuration
• Experience installing and configuring software applications across various systems.
• Inventory & Asset Management
• Maintains accurate records of IT assets and supports inventory reconciliation.

Soft Skills & Professional Strengths:

• Customer Service & Communication
• Strong ability to communicate technical information clearly to non-technical users across all staff levels.
• Team Collaboration
• Works effectively in team environments and supports colleagues as needed, including acting as a backup for key roles.
• Problem Solving & Escalation Management
• Capable of resolving issues independently and escalating appropriately when necessary.
• Reporting & Documentation
• Prepares weekly reports and maintains detailed documentation of support activities and procedures.
• Training & User Support
• Provides training and guidance to end users and staff on IT systems and processes as needed.

Skill Matrix:

• Telecommunications skills (POTS lines, VoIP, and cell) Nice to have
• A/V Systems Support Nice to have
• Helpdesk - Accurately log and resolve tickets. Serve as a point of contact. Escalate when necessary 2 years Required
• Customer Oriented and Team Player 3 years Required
• Computer diagnostics and remediation 3 years Required
• Strong ability to effectively communicate 3 years Required
• Additional duties as needed. Required