Technical Support Analyst

Colonial Heights, VA, US • Posted 2 hours ago • Updated 2 hours ago

Contract W2

On-site

Depends on Experience

Datasoft Technologies, Inc.

Fitment

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Job Details

Skills

Summary

Technical Support Analyst
Hybrid: Colonial Heights, VA
About the Job

Duration: 5 months Contract Position Possibility of extension
Location: Hybrid: Colonial Heights, VA
Pay rate: Hourly
Job ID: 791880

Responsibilities:
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.

Qualifications:

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.
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.
About our Company
DataSoft Technologies is a highly recognized provider of professional IT Consulting services in the US. Founded in 1994, DataSoft Technologies, Inc. provides staff augmentation services for Information Technology and Automotive Services. Our team member benefits include:

Paid Holidays/Paid Time Off (PTO)
Medical/Dental Insurance
Vision Insurance
Short Term/Long Term Disability
Life Insurance
401 (K)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: datga001
Position Id: 26-00249
Posted 2 hours ago

Company Info

About Datasoft Technologies, Inc.

Datasoft Technologies, Inc. is a software development and consulting firm. Our clients rely on us for software consulting, system engineering, software development, and computer consultancy services. We provide the most competitive rates in the industry to a broad range of private and public sector clients.

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