Technical Support Analyst - cyberThink, Inc
Richmond, VA 23219
About the Job
Job Description:
As a Technical Support Analyst, you will play a key role in delivering onsite IT support within an enterprise environment. This position requires hands-on assistance with hardware and software setup, issue resolution, and end-user support. You will work closely with onsite and remote users, applying technical expertise and exceptional customer service skills to ensure seamless operations and high user satisfaction.
Key Responsibilities:
Required Skills, Experiences, Education, and Competencies:
The hourly range for roles of this nature are $25.00 to $35.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
As a Technical Support Analyst, you will play a key role in delivering onsite IT support within an enterprise environment. This position requires hands-on assistance with hardware and software setup, issue resolution, and end-user support. You will work closely with onsite and remote users, applying technical expertise and exceptional customer service skills to ensure seamless operations and high user satisfaction.
Key Responsibilities:
- Set up and issue workstations for new employees, coordinating setup during orientations and internal refreshes
- Provide troubleshooting and support for peripheral devices, including monitors, docking stations, and input/output devices
- Manage IT issues using helpdesk tools such as ServiceNow, Ivanti, and SharePoint, offering support in person, over the phone, and via remote access
- Assist users with managing and resolving software, application, and hardware issues on desktops, laptops, tablets, and printers
- Troubleshoot and resolve software and hardware issues, enhancing support for field staff
- Assist with installation, maintenance, testing, and upgrades for new and existing hardware and software
- Conduct advanced problem management, including root cause analysis and escalations to resolve complex issues
- Create job aids and guides for internal staff on infrastructure usage, including SharePoint, OneDrive, and Microsoft Office products
- Troubleshoot basic networking issues and manage user access through Active Directory
- Communicate effectively with end users, documenting status and solutions
Required Skills, Experiences, Education, and Competencies:
- Strong customer service orientation with a focus on client satisfaction
- Proficiency in desktop products, including Windows 11, SharePoint Online, OneDrive, Teams, and MS Office 365
- Skilled in troubleshooting and administering desktops, laptops, and tablets
- Excellent research and investigative skills for diagnosing technical issues
- Experience with Active Directory, command line tools, remote support tools, and basic networking
- Familiarity with help request tracking and reporting tools
- Knowledge of IT concepts, industry trends, and emerging technologies
- Ability to communicate technical solutions effectively to both Central Office and field users
- Basic knowledge of software packaging and deployment, particularly with Ivanti End Point Manager
- Ability to work independently and collaboratively in a team environment
The hourly range for roles of this nature are $25.00 to $35.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
Source : cyberThink, Inc
