Technical Support Analyst 2 (HYBRID)
Richmond, VA, VA
Contracted
Experienced
Job Title: Technical Support Analyst 2 (HYBRID)
Location: Richmond, VA
Duration: 12+ Months
Job Description:
The client seeks an experienced Helpdesk 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.
The Helpdesk Analyst will possess excellent communication and customer service skills displayed though verbal and written communications. They will also have the ability to assimilate and effectively communicate information, both verbally and in writing, about microcomputer hardware and software.
The Helpdesk Analyst will also have the proven ability to establish and maintain effective, professional working relationships with Commission staff, following best practices of customer service principles.
Skills:
Location: Richmond, VA
Duration: 12+ Months
Job Description:
The client seeks an experienced Helpdesk 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.
The Helpdesk Analyst will possess excellent communication and customer service skills displayed though verbal and written communications. They will also have the ability to assimilate and effectively communicate information, both verbally and in writing, about microcomputer hardware and software.
The Helpdesk Analyst will also have the proven ability to establish and maintain effective, professional working relationships with Commission staff, following best practices of customer service principles.
Skills:
| Skill | Required / Desired | Amount | of Experience |
| 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 | Nice to have | 2 | Years |
| CompTIA A+ Certification | Nice to have | 2 | Years |
| Experience with Symantec’s Altiris and Ivanti’s Service Desk. | Nice to have | 2 | Years |
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