Company:
Apollo Technology Solutions LLC
Location: Richmond
Closing Date: 19/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title: Technical Support Analyst
Location: Richmond, VA
Duration: 12+ Months
Interviews will be conducted ONSITE, NO exceptions
Candidates MUST be able to work ONSITE 100%
Job Description:
Client 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 Client 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 Client 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:
Customer service professional with a great attitude.
Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc.
Hands on experience in a variety of ticketing/tracking tools related to IT Support.
Ability to perform root cause analysis and create documentation related to the cause and remedy.
Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc.
Location: Richmond, VA
Duration: 12+ Months
Interviews will be conducted ONSITE, NO exceptions
Candidates MUST be able to work ONSITE 100%
Job Description:
Client 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 Client 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 Client 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:
Customer service professional with a great attitude.
Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc.
Hands on experience in a variety of ticketing/tracking tools related to IT Support.
Ability to perform root cause analysis and create documentation related to the cause and remedy.
Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc.
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