Technical Support Analyst

Position Technical Support Analyst
Location Onsite in Colonial Heights, VA 23834 Need Local
Duration 12+ Months Contract
Visa All Visa
Interview Onsite/Face to face
Client Virginia State University

Job Description -

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.

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.

Required/Desired Skills