Date Posted: 10/31/2024
Hiring Organization: Rose International
Position Number: 473680
Job Title: Technical Support Analyst
Job Location: Richmond, VA, USA, 23219
Work Model: Onsite
Employment Type: Temporary
Estimated Duration (In months): 7
Min Hourly Rate($): 30.00
Max Hourly Rate($): 35.00
Must Have Skills/Attributes: Problem Management, Root Cause Analysis, ServiceNow, SharePoint, Troubleshooting
Job Description
***Only qualified Technical Support Analyst candidates located in the Richmond, VA area to be considered due to the position requiring an onsite presence***
Required Skills:
• 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
• 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
• 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)
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 Client staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
Estimated Start Date: 11/25/2024
Interview Process: In Person Interview
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
I had a very positive experience working for Rose. The entire process is very efficient and easy.
Joanne, Consultant
Rose International was not only attentive and responsive, but they were very professional and helpful whenever I called or needed any assistance.
Diane, Consultant
Working for Rose International was the most pleasant assignment I have ever had. They were always on top of situations when necessary, and very helpful. I was very proud to be an employee of Rose International, and would recommend anyone to try to work with them.
Melvon, Consultant
Each time I contacted Rose, I was completely satisfied with the great attention and customer service I received. Each person was extremely knowledgeable and patient with my concerns or questions.
Diana, Consultant
The interactions that I have had with your representatives have always been prompt and very professional. I am very pleased and impressed with your company and services.
Sioe, Consultant
EMPLOYEE COMMENTS