Technical Support Analyst - InfoSmart Technologies Inc
Richmond, VA 23219
About the Job
VDOT is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
DUTIES AND RESPONSIBILITIES:
•Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
•Acts as a liaison between VDOT and VITA/Client to ensure the delivery of high-performance IT support services
•Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
•Provides management with recommendations for systems and process improvements
•Troubleshoots software and hardware problems and enhances the level of direct services to field staff
•Installs, maintains, and assists 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 VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
REQUIRED EXPERIENCE & SKILLS
•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
•Extensive knowledge and experience in Active Directory, GPOs, 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)
DUTIES AND RESPONSIBILITIES:
•Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
•Acts as a liaison between VDOT and VITA/Client to ensure the delivery of high-performance IT support services
•Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
•Provides management with recommendations for systems and process improvements
•Troubleshoots software and hardware problems and enhances the level of direct services to field staff
•Installs, maintains, and assists 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 VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
REQUIRED EXPERIENCE & SKILLS
•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
•Extensive knowledge and experience in Active Directory, GPOs, 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)
Source : InfoSmart Technologies Inc
