Technical Support Analyst

• VDOT is seeking a local candidate for an onsite technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
  

• 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 VDOT and VITA/SAIC to ensure the delivery of highperformance 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 VDOT staff to enhance the use of infrastructure such as SharePoint OneDrive and Office products
  
  

• 3 Years Experience in customer service skills with a Customer First attitude
  
• 3 Years experience in Supporting and desktop products including but not limited to Windows 11 SharePoint Online OneDrive Teams and MS O365
  
• 3 Years of Extensive knowledge and experience in Active Directory GPOs remote support tools basic networking
  
• 3 Years Experience in working with help request tracking and reporting tools
  
• Knowledge of IT concepts trends and new technologies
  
• 3 Years Experience in Ability to troubleshoot hardware and software issues and communicate solutions to customers both in the Central Office and in the field
  
• Ability to utilize troubleshooting tools and skills in managing and administering desktops laptops and tablets
  
• Excellent research and investigative skills
  
• 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)
  

Requirements