Technical Support Analyst

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 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 O3NA
•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)

Required/Desired Skills