Role: VDOT - Technical Support Analyst 4 Job ID - (749559)Location: 1401 E. Broad St. Richmond, VA 23219 - candidates MUST be able to work ONSITE 100%Job Description:VDOT 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: - 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 O365
• 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)
Skill Matrix:Customer service professional with a great attitude.
Required
3
Years
Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc.
Required
3
Years
Hands on experience in a variety of ticketing/tracking tools related to IT Support.
Required
3
Years
Ability to perform root cause analysis and create documentation related to the cause and remedy.
Required
3
Years
Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc.
Desired
3
Years