Technical Support Analyst
Company: PSR Associates Inc
Posted on: January 26, 2023
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,
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
- 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
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