Role: SCC - Technical Support Analyst 2 Location: 1300 E Main St, Richmond, VAJob Description: ABOUT THE ROLEThe SCC seeks an experienced Technical Support Analyst to answer phones and emails that come into the Helpdesk. This individual will be responsible for ensuring that phones and emails are answered in a timely manner and Service Desk tickets are created and assigned to Helpdesk analysts as needed.
- Answering all calls for the Helpdesk, creating tickets, and assigning them to the Helpdesk analysts.
- Candidate performs password resets, and unlocks AD, eSCC, and RSA accounts as needed.
- Candidate is responsible for all new hire PC builds and the deployment of that equipment to the new hires' office.
- Candidate is also responsible for the reimaging of all PCs returned to the Helpdesk for redeployment.
- Additionally, the Candidate installs software to end user PCs as requested.
- Candidate performs PC troubleshooting as needed.
- Candidate manages loaner laptops ensuring they are updated and patched as needed. Candidate reimages them once they are returned to the Helpdesk for future deployments to SCC staff.
Skill Matrix: Recent experience in a full-time Help Desk/Technical Support position
Required
2
Years
Working knowledge of and experience with Windows 10 and Windows 11 operating systems and Microsoft desktop software products, including MS Office prod
Required
2
Years
2 or more years of experience entering information and working with a trouble ticket, issue tracking system
Required
2
Years
Experience and proficiency with Microsoft, Visio, SharePoint and Office applications
Required
2
Years
Proven analytical and problem-solving abilities
Required
2
Years
Excellent verbal and written communication skills
Required
2
Years
Ability to work independently with minimal direction and as a team
Required
2
Years
Highly motivated and self-directed
Required
2
Years
Ability to present ideas in business-friendly and user-friendly language.
Required
2
Years
Ability to work independently with minimal direction and as a team
Required
2
Years
Highly motivated and self-directed
Required
2
Years
Knowledge of Active Directory
Desired
2
Years
CompTIA A+ Certification
Desired
2
Years
Experience with Symantec's Altiris and Ivanti's Service Desk.
Desired
2
Years