Technical Support Analyst

Intellibee Inc


Date: 19 hours ago
City: Richmond, VA
Contract type: Full time
Technical Support Analyst, Richmond, VA, US

Technical Support Analyst 4

DMAS is seeking a local candidate for an on-site technical support and software deployment position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment and creating/deployment software packages.

About The Role

  • Performs software installations manually and via automated deployment tools and command line scripting
  • Keep software updated on clients with the latest patches and updates
  • Create software packages for ease of use and consistent deployments to agency
  • 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)
  • Creates documentation of work processes and procedures, and creates job aids for internal staff

Required Skills

  • Working experience with Microsoft Software Installer (MSI) packaging, and packaging software for installation, testing, and deployment to desktops remotely
  • Working knowledge of Managed Engine Endpoint Central, Microsoft Systems Center Configuration Manager (SCCM), and other automation tools for updates, patching, and software vulnerability remediation.
  • Considerable experience troubleshooting software packages, deployments, and client components.
  • Considerable scripting experience with but not limited to PowerShell, VBScript, and batch scripts.
  • Working knowledge analyzing vulnerability reports to determine patching priorities.
  • 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

Skill Matrix

  • Working knowledge of Managed Engine Endpoint Central, Microsoft Systems Center Configuration Manager (SCCM), and other automation tools for updates, p Required 3 Years
  • Considerable experience creating and troubleshooting software packages, deployments, and client components. Required 2 Years
  • Considerable scripting experience with but not limited to PowerShell, VBScript, and batch scripts. Required 2 Years
  • Windows Desktop OS Required 3 Years
  • Active Directory Required 3 Years
  • Microsoft365 Required 2 Years
  • Troubleshoot Hardware/Software Required 3 Years
  • A/V Support Highly desired 2 Years
  • Mobile Device Support Highly desired 2 Years

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