VDOT - Technical Support Analyst 4 - InfoPeople

The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.

Duties and 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 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
• 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

• 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