Technical Support Analyst

Title: Technical Support Analyst
Location: Staunton, VA, United States (100% onsite)
Job Type: Contract
Client: Direct Client
Job Duration: Approx. 06+ months (High possibility of an extension)
Tax Term: W2 or C2C only

Job Description:

• Position will primary focus working with field staff with new technology and support of devices.
• Answer phone calls and email requests for assistance.
• Monitor **** Help Desk queues and assist with clean-up of aging help desk tickets.
• Extensive skill in the use of Microsoft Desktop products including but not limited to: Windows, SharePoint, MS Office Suite, and MS Teams.
• Support IT Knowledge Base Management by participating in the review and updates of articles.
• Communicate and collaborate across the entire team to include IT support center peers, supervisor and other departmental teams.
• Expert in the use of Gmail, remoting tools for support, and administering desktops.
• Ability to communicate effectively verbally and in writing with individuals and groups.
• Experience working with help request tracking tools.
• Strong Customer Service skills that include a customer first attitude.
• Position is responsible for agency-specific end user support throughout Staunton District ****.
• Provides troubleshooting, problem management and escalation of issues to resolve and communicate resolution to customer concerns in a timely manner.
• Troubleshoot phone, network, and desktop hardware and software issues.

Preferred:

• Knowledge of computer/mobile device applications and how they operate in an enterprise environment. Experience with creating training documentation.

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Last updated on Nov 21, 2023