Technical Support Analyst 2

Mbi Llc; Richmond (VA); On-site; USD 50,000 - 65,000; Full time

Job summary

Mbi Llc seeks a Technical Support Specialist to install, configure, and maintain IT equipment, and to troubleshoot issues across hardware, software, and networks. You will be the main contact for end-user assistance, ensuring systems stay operational with minimal disruption.

Responsibilities include setting up OS & apps, imaging devices, and providing timely help desk support while adhering to security policies and organizational standards.

Qualifications

• Working knowledge of TCP/IP, DNS, DHCP, Wi‑Fi and VPN technologies.
• Familiarity with device imaging, deployment tools, and system security best practices.
• Knowledge of help desk ticketing systems and IT service management workflows.

Responsibilities

• Install, configure, and deploy desktops, laptops, monitors, printers, and peripherals.
• Set up OS, software, and user accounts for staff.
• Assist with network equipment installation and cabling.
• Image and prepare devices per organizational standards and security policies.
• Respond to help desk tickets via phone, email, or in person.
• Diagnose and resolve hardware, software, network, and peripheral issues.
• Provide 1st- and 2nd-level support and escalate as needed.
• Support common business apps, email, and productivity software.

Skills

Networking fundamentals

Device imaging

Troubleshooting

Communication

Time management

Customer service

Independent & team work

Adaptability

Confidentiality

Physical lifts of equipment

Tools

Helpspot

Deployment tools

Job description

Key Responsibilities

• - The Technical Support Specialist is responsible for the installation, configuration, and maintenance of IT equipment, as well as providing responsive troubleshooting and support for ongoing hardware, software, and network issues.
• - This role serves as the primary point of contact for end-user technical assistance, ensuring systems remain operational and staff can work with minimal disruption.

Equipment Installation & Setup

• - Install, configure, and deploy desktops, laptops, monitors, printers, and peripheral devices.
• - Set up and configure operating systems, software applications, and user accounts for new and existing staff.
• - Assist with the physical installation of networking equipment (routers, switches, access points) and cabling.
• - Image and prepare devices according to organizational standards and security policies.

Ongoing Technical Support

• - Respond to help desk tickets, phone calls, and in-person requests in a timely and professional manner.
• - Diagnose and resolve hardware, software, network connectivity, and peripheral issues.
• - Provide first- and second-level support, escalating complex problems to senior IT staff or vendors when necessary.
• - Support common business applications, email systems, and productivity software.

Knowledge Skills and Abilities

• - Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN technologies.
• - Familiarity with device imaging, deployment tools, and system security best practices.
• - Knowledge of help desk ticketing systems and IT service management workflows.

Skills

• - Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.
• - Strong communication skills, with the ability to explain technical information in a user-friendly manner.
• - Excellent organizational and time-management skills to handle multiple requests and priorities.
• - Skilled in customer service and maintaining a professional, supportive demeanor with end users.
• - Ability to work independently as well as collaboratively within a team.
• - Ability to adapt to changing technology, tools, and organizational needs.
• - Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.
• - Ability to maintain confidentiality and follow security protocols when handling sensitive information.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN technologies.

Required

4

Familiarity with device imaging, deployment tools, and system security best practices.

Required

4

Knowledge of help desk ticketing systems and IT service management workflows.

Required

4

Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.

Required

4

Strong communication skills, with the ability to explain technical information in a user-friendly manner.

Required

4

Excellent organizational and time-management skills to handle multiple requests and priorities.

Required

4

Skilled in customer service and maintaining a professional, supportive demeanor with end users.

Required

4

Ability to work independently as well as collaboratively within a team.

Required

4

Ability to adapt to changing technology, tools, and organizational needs

Highly desired

4

Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.

Required

4

Ability to maintain confidentiality and follow security protocols when handling sensitive information.

Required

4

Experience with Helpspot as a ticketing system.

Nice to have

2