Desktop Technical Support Analyst 3

STI; Richmond (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

STI in Richmond, VA seeks a Desktop Technical Support Analyst 3 to provide on-site IT support for the Department of Veterans Services' VVCC, with about 200 devices and occasional travel to remote sites in the Richmond/Hampton Roads area.

The candidate will install, troubleshoot, and maintain Windows OS, Microsoft Office, Google Suite, devices, and network basics; assist with email administration, asset inventory, and user training while delivering strong customer service and clear documentation.

Qualifications

• Experience setting up, configuring, and maintaining PC desktops, laptops, and peripherals.
• Proficient with Windows OS, Microsoft Office, browsers, and antivirus software.
• Experience with Google Suite email/calendaring and PST files.

Responsibilities

• Provide IT administration and technical support for agency software/hardware.
• Support VVCC and remote Veterans Benefits sites with on-site visits.
• Install, troubleshoot, and train users on software and hardware.
• Document issues and solutions clearly for end users and IT records.
• Maintain IT inventory, ticketing, and reporting; assist with phone systems.

Skills

Windows OS

Microsoft Office

Google Suite

Google Chrome

McAfee Antivirus

Adobe Acrobat

Android/iOS devices

Networking basics (TCP/IP, DNS, DHCP)

Email administration

IT inventory

Ticketing system

Phone systems/config

Customer service

Documentation

Tools

PST files

Printer/Scanner peripherals

Laptops/Desktops maintenance

Job description

Desktop Technical Support Analyst 3

Richmond, VA/On-Site 6+ Months

This role is 100% on site from Day 1, with some (10%) travel to remote sites in the Richmond/Hampton Roads area. Initial Virtual IV but will require an IN PERSON IV as follow up.

Before submitting:

Manager may do initial Virtual IV but will require an IN PERSON IV as a follow up before and offer is made.

Pls note:

This role is 100% on site from Day 1, with some (10%) travel to remote sites in the Richmond/Hampton Roads area, to support remote benefits offices on occasion. Any required travel will be reimbursed. The candidate will need to provide their own reliable transportation and have a valid driver's license.

ABOUT THE ROLE

Need a skilled Desktop/Technical Support Technician to support the Department of Veterans Services' (DVS) Sitter & Barfoot Veterans Care Center, which is a medical facility that has about 200 IT devices (desktops, laptops, and printers, mobile phones).

The candidate will assist DVS IT Management with integration, management, and support of the Information Technology program for the Veterans Care Center (VVCC) and some remote Veterans Benefits sites. The Candidate will independently provide IT administration and technical support for agency specific software and hardware systems. This position requires the following skills:

• Knowledge on setup, configuration, and maintenance of PC desktops, laptops, and related peripheral devices (printers, scanners, etc.)
• Proficient knowledge of installing, troubleshooting, administering Windows Operating System, Microsoft Office suite, Internet Explorer, Google Chrome, McAfee Anti-Virus Software, Adobe Acrobat Reader/Writer, and other commercial business software products.
• Knowledge with setup, configuration, and troubleshooting of Android and Apple mobile devices.
• Working knowledge of supporting and troubleshooting Ethernet based LAN/WAN environments, including network protocols and concepts (TCP/IP, DNS, DHCP, etc.)
• Expert working knowledge and experience with E-mail application installation, administration, troubleshooting and training (Google Suite, PST files, calendaring, distribution lists, etc.)
• Basic experience with IT inventory control, ticketing system and reporting.
• Basic experience with analog and digital phone configuration and troubleshooting.
• Good understanding of Network and IT security.
• Possesses professional and courteous attitude with customers, team members, and support vendors; and has the ability to communicate clearly and effectively with each.
• Possesses excellent customer service skills and is teamwork oriented.
• Possesses excellent problem-solving skills and has the ability to utilize available resources to assess/resolve problems in a timely manner.
• Possesses good organization and time management skills.
• Possesses the ability to create documentation on technical issues and solutions that are easy to understand.
• Ability to lift up to 50 lbs. frequently and able to perform repetitive motion to include standing, sitting, reaching, lifting, walking, bending, and climbing.