VDOT - Technical Support Analyst 4

Engagement Type

Contract

Short Description

.* local candidates strongly preferred
* interviews will be conducted ONSITE NO exceptions
* candidates MUST be able to work ONSITE 100%

Complete Description

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.

DUTIES AND RESPONSIBILITIES:
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

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
Extensive knowledge and experience in Active Directory GPOs 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)

Required/Desired Skills

Skill Required/Desired Amount of Experience 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

Questions

Description Question 1 Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment Question 2 Please list candidates email address.