Technical Support Analyst :: Colonial Heights, VA (Onsite)

Technical Support AnalystLocation: Colonial Heights, VA (Onsite)Duration: 4+ monthsKey Responsibilities:Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.Knowledge Base Growth: Contribute to our internal "How-To" guides to help users (and the team) help themselves.Technical Requirements:Operating Systems: Proficiency in Windows 10/11 and macOS environments.Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.Identity Management: Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.Requirements & Qualifications:Minimum Qualifications:Education: Associate's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops, and laptops).Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.Preferred Skills:Certifications: CompTIA A+, Network+, or Google IT Support Professional Certificate.Customer Service: A background in Help Desk technical support, ideally in an academic or corporate setting.