Senior Technical Support Analyst - Remote / Telecommute

Company: Cynet Systems
Location: Richmond
Posted on: March 19, 2023

Job Description:

Job Description

Job Description:

• This position serves as Information Technology Support Specialist responsible for agency-specific end-user support services and systems access requests.
• 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 the 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 the 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; follow 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, Changes, and Deletes (MACD). Software management and deployment.
• Support VITA statewide infrastructure upgrades and improvements including network connectivity, telecommunications, and networked print devices.
• Reviews and recommends procurement of technology hardware and software. Skills:
  • Knowledge of IT infrastructure, mapping network drives, and software installation.
  • Knowledge of telephone etiquette and problems related to computer hardware and software.
  • Excellent Word; Excel; Google/Google Suite; analytical skills; customer service; keyboarding; problem solving; troubleshooting; spelling and grammar.
  • Ability to communicate effectively, verbally, and in writing with individuals and groups.
  • Strong Customer Service skills that include a customer first attitude.
  • Ability to multitask; remain calm and patient; work independently and as a team member; provide clear and accurate explanations;
  • Follow standard operating procedures and guidelines; handle difficult customers using tact and diplomacy; navigate within application systems.
  • Be able to distinguish between software and hardware issues; understand changing technologies; maintain confidentiality.
  • Make decisions using independent judgment; set priorities; work well under pressure; and triage and elevate issues when necessary.
  • Experience analyzing and researching customer issues/complaints.
  • Experience on a technical help desk; supporting and testing custom-built applications; and working with issue-tracking software.
  • College degree in Computer Science, Information Systems, or related field or equivalent combination of training and experience.
  • VITA Experience.
  • Some knowledge of commonwealth agency telecom.
  • 2-year Service Now experience.

Keywords: Cynet Systems, Richmond , Senior Technical Support Analyst - Remote / Telecommute, Professions , Richmond, Virginia