Technical Support Analyst
*This position is 100% onsite
Description:
- The client is seeking a local candidate for an on-site technical support position.
- The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
Responsibilities:
- Onboarding and off boarding both new and separating employees
- Supports and maintains user account information changes including system access rights security and system groups
- Manages and monitors customer IT issues using help desk tools – Keystone Edge KSE Shared Email Inbox and SharePoint.
- Provides support over the phone in person and using remote control tools
- Acts as a liaison to ensure the delivery of high-performance IT support services
- Works directly with customers to assist in managing and fixing software and application issues on desktops laptops tablets printers and copiers
- Provides recommendations to management for the improvement of systems and processes
- Provides troubleshooting and root cause analysis of software hardware network and system issues and escalates as needed to the appropriate resource
- Installs maintains relocates and assists in testing and upgrading of new and existing hardware and software must be able to lift up to 50 lbs.
- Performs software installations manually and via automated deployment tools and command line scripting
- Creates documentation of work processes and procedures and creates job aids for internal staff
Skills/Knowledge/Experience:
- Strong customer service skills with a Customer First attitude
- Extensive skills and experience in desktop products including but not limited to Windows 11 SharePoint OneDrive Teams and Microsoft Office 365
- Ability to utilize troubleshooting tools and skills in managing and administering desktops laptops tablets and phones
- Excellent research and investigative skills
- Knowledge and experience in Active Directory Group Policy GPO remote support tools basic networking
- Experience in working with help request tracking and reporting tools
- Knowledge of IT concepts and trends and new technologies
- Ability to troubleshoot hardware and software issues and communicate solutions to customers both verbally and in writing
- Ability to communicate effectively verbally and in writing with individuals and groups
- Basic understanding and knowledge of software packaging and deployment
Required Skills/Knowledge/Experience:
- Windows Desktop OS, Required 3 Years
- Active Directory, Required 3 Years
- Software Packaging and Deployment, Required 2 Years
- Microsoft365, Required 2 Years
- Troubleshoot Hardware/Software, Required 3 Years
- A/V Support, Highly desired 2 Years
- Mobile Device Support, Highly desired 2 Years
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!