What are the responsibilities and job description for the Technical Support Analyst at VA position at Jobs via Dice?
Position: Technical Support Analyst
Location: Colonial Heights, VA (23834)
Client: State of Virginia
Duration: 12 Months
Job Description:
We are seeking a dedicated Technical Support Analyst to provide onsite technical assistance and support to users. This role involves troubleshooting and resolving technical issues, maintaining detailed documentation, and contributing to our knowledge base. Strong communication skills and a commitment to customer service are essential for success in this position.
Key Responsibilities:
Location: Colonial Heights, VA (23834)
Client: State of Virginia
Duration: 12 Months
Job Description:
We are seeking a dedicated Technical Support Analyst to provide onsite technical assistance and support to users. This role involves troubleshooting and resolving technical issues, maintaining detailed documentation, and contributing to our knowledge base. Strong communication skills and a commitment to customer service are essential for success in this position.
Key Responsibilities:
- Act as the first point of contact for technical requests, resolving 70-80% of issues on the first call.
- Utilize ITSM tools to document interactions and maintain a knowledge base.
- Conduct remote troubleshooting for software installations and connectivity issues.
- Escalate complex issues to appropriate specialists with clear documentation.
- Contribute to internal guides to enhance user self-service capabilities.
- Proficiency in Windows 10/11 and macOS environments.
- Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel).
- Understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.
- Basic experience with Active Directory or Azure AD.
- Familiarity with hardware setups and peripheral configurations.