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We are looking for a Technical Support Analyst 4 (Min 5+yrs Exp) ONSITE (In Person Interview)
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions: 1
Length: 12Months +
Work Address: VA 23219
Immediate Interviews – In Person Interview
local candidates strongly preferred
interviews will be conducted ONSITE, NO exceptions
candidates MUST be able to work ONSITE 100%
Is 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:
• Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
• Acts as a liaison between and VITA/SAIC 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, and printers
• Provides management with recommendations for systems and process improvements
• Troubleshoots software and hardware problems and enhances the level of direct services to field staff
• Installs, maintains, and assists 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 O365
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
• Excellent research and investigative skills
• Extensive knowledge and experience in Active Directory, GPOs, 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
Candidates must have ALL the “Required” skills in order to be considered for the position. “Desired” or “Highly Desired” skills are a PLUS but may NOT be required.
Skill Matrix
Experience with Business workflow processes
Required / Desired
Amount
of Experience
Extensive experience in the use of the computers and software (Microsoft 365) applications. Excel pivot tables, complex spreadsheets, etc.
Required
5
Years
Extensive in financial analysis and forecasting and forecasting
Required
5
Years
Customer service to broad audiences, professionals, vendors, team members and executive staff
Required
5
Years
General knowledge of accounting practives and financial management
Required
5
Years
Experience in performance metrics, measurements, methods and targets to promote financial accountablility
Highly desired
3
Years
Commonwealth of VA financial knowledge and applied experience
Highly desired
1
Years
Experience with Cardinal Financial system
Highly desired
1
Years
