Technical Support Analyst :: Richmond, VA (Onsite) - ARK Solutions, Inc.
Richmond, VA 23219
About the Job
Ark Solutions Inc is looking for Technical Support Analyst!
Position: Technical Support Analyst
Location: Richmond, VA (Onsite)
Duration: 7+ Months and possibility of extension
Description:
The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
Day-to-day Responsibilities:
Required Skills/Abilities:
Position: Technical Support Analyst
Location: Richmond, VA (Onsite)
Duration: 7+ Months and possibility of extension
Description:
The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
Day-to-day Responsibilities:
- Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.
- Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)
- Manages and monitors customer IT issues using helpdesk tools – ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
- Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
- Troubleshoot software and hardware problems and enhances the level of direct services to field staff
- Install, maintain, and assist in testing and upgrading of new and existing hardware and software
- Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
- Creates job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
Required Skills/Abilities:
- Strong customer service skills with a Customer First attitude
- Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365
- Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
- Excellent research and investigative skills
- Knowledge and experience in Active Directory, cmd line tools, remote support tools, basic networking
- Experience in working with help request tracking and reporting tools
- Knowledge of IT concepts and trends and new technologies
- Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
- Ability to communicate effectively orally and in writing with individuals and groups
- Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
| Skills | Required / Desired | Experience |
| Customer service professional with a great attitude. | Required | 3 Years |
| Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. | Required | 3 Years |
| Hands on experience in a variety of ticketing/tracking tools related to IT Support. | Required | 3 Years |
| Ability to perform root cause analysis and create documentation related to the cause and remedy. | Required | 3 Years |
| Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. | Desired | 3 Years |
Source : ARK Solutions, Inc.
