Technical Support Analyst

Company: PSR Associates Inc
Location: Richmond
Posted on: January 26, 2023

Job Description:

PSR Associates, Inc. is an IT consulting firm specializing in Staffing and Recruiting Services. People. Solutions. Results. Founded in 2003, PSR Associates, Inc. is headquartered in Atlanta, GA, with additional offices in Tampa, FL; Washington, D.C.; Charlotte, NC; Austin, TX; and Irvine, CA. Trusted, connected, experienced and fast, PSR Associates delivers the right talent to help leading companies perform at their best.

Technical Support Analyst

The selected candidate will work remotely from Richmond, Virginia.

Job Description:

We are seeking a qualified candidate for the role of Technical Support Analyst. This position serves as Information Technology Support Specialist responsible for agency-specific end user support services and systems access requests.

Job Duties and Responsibilities:

• 
  
• Provides customer service for requests received through multiple contact avenues, including telephone, in-person, email and IT Service Management tools.
  
• Provides problem management, troubleshooting, and escalations to resolve customer IT issues. Support user inquiries associated with Microsoft Desktop products including, but not limited to Windows, SharePoint, MS Office Suite, and Gmail.
  
• Support IT Security group with approval of new and existing software requests, administrative accounts, account provisioning, and de-provisioning of user accounts, firewall requests, and security groups. Manage Agency Information Security Awareness user accounts.
  
• Assist in documenting processes and creating tech tips, job aids, and other tools to enhance customer experience.
  
• Provide IT training to customers to ensure successful use of IT equipment and applications.
  
• Provides friendly and courteous customer service to all users; develops and maintains positive relationships with system owners, users, and developers;
  
• Able to work independently, assuming responsibility for specific critical projects/systems such as preparing detailed statistical reports, records and documents to support administrative activities related to inventory, maintenance and tracking of agency hardware, equipment, etc.
  
• Work collaboratively as a team player with other services support staff members, maintaining constant communication with each other as well as backup staff as it relates to current activity, procedural changes, and scheduling; responsible for timely communication of issues and outages to the user community, peers and the development team; follows up with users prior to any major implementation for validation pre-implementation tasks; documents user issues in the OIM issue tracking tool.
  
• Asset management support activities including hardware asset Moves, Adds, Change, and Deletes (MACD). Software management and deployment. Support client s statewide infrastructure upgrades and improvements include network connectivity, telecommunications, and networked print devices. Reviews and recommends procurement of technology hardware and software.
  
  

Keywords: PSR Associates Inc, Richmond , Technical Support Analyst, IT / Software / Systems , Richmond, Virginia