Technical Support Analyst - Ztek Consulting INC
Richmond, VA
About the Job
Job Title: Technical Support Analyst
Location: Richmond VA
Position Type: Contract
Duration: 6 / 12 Month
Work Type: Onsite
Rate: Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Job Description:
We are 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:
Onboarding and offboarding both new and separating employees
Supports and maintains user account information changes including system access rights, security, and system groups
Manages and monitors customer IT issues using helpdesk tools Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
Provides support over the phone, in person, and using remote control tools
Acts as a liaison 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, printers and copiers
Provides recommendations to management for the improvement of systems and processes
Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource
Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software (must be able to lift up to 50lbs)
Performs software installations manually and via automated deployment tools and command line scripting
Creates documentation of work processes and procedures, and creates job aids for internal staff
Required 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, OneDrive, Teams, and Microsoft Office 365
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones
Excellent research and investigative skills
Knowledge and experience in Active Directory, Group Policy (GPO), 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 verbally and inwriting
Ability to communicate effectively verbally and in writing with individuals and groups
Basic understanding and knowledge of software packaging and deployment
ABOUT Ztek:
Website:www.ztekinc.com
Ztek Consulting Inc is a minority- and woman-owned business enterprise that leverages a unique blend of human talent, machine learning algorithms, and artificial intelligence to provide customized talent management solutions for clients. Ztek's diversity-focused hiring models have proven successful, particularly in hiring veterans. The company's veteran-focused hiring and deployment program, Z-V.E.T, matches skilled veterans with clients' needs in various areas.
Disclaimer:
Ztek is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Ztek is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hrd@ztekinc.com Please indicate the specifics of the assistance needed. Ztek encourages all interested and qualified candidates to apply for employment opportunities. Ztek does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b.