Technical Support Analyst

POSITION OVERVIEW

We are seeking a Technical Support Analyst with intermediate to advanced Windows 10/11 troubleshooting skills, field hardware experience, and customer-facing support expertise. This role provides on-site and remote support for Veridos’ driver license issuance systems deployed across Washington, Oregon, Guam, and Saipan. Responsibilities include installing and maintaining photo-capture hardware and resolving software, workstation, network, and peripheral issues.

The ideal candidate is a resourceful, customer-oriented desktop support professional comfortable working independently in the field, communicating with clients and internal teams, and resolving issues across a variety of hardware and software environments.

This is a remote role, and a company computer is provided.

• Provide advanced remote and on-site troubleshooting for Windows 10/11 workstations and image‑capture hardware (cameras, printers, scanners, signature pads, PCs, and peripherals).
• Diagnose and resolve OS‑level issues including startup failures, crashes, performance degradation, driver conflicts, and update errors.
• Manage and troubleshoot Windows Updates, Feature Updates, Patch deployments, and related configuration changes.
• Configure, maintain, and repair user profiles, Group Policies, and system settings.
• Perform hardware diagnostics and coordinate repair or replacement of defective components.
• Support imaging, deployment, and configuration of Windows devices using MDT, SCCM, Intune, Autopilot, or similar tools.
• Troubleshoot network connectivity problems involving DNS, DHCP, Wi‑Fi, VPN, authentication, and domain join.
• Resolve software installation, compatibility, and performance issues.
• Assist with account and authentication troubleshooting (Azure AD/AD, MFA, Bit Locker, credential manager).
• Perform malware detection, removal, and remediation using enterprise security tools.
• Analyze Windows Event Logs and system diagnostics to identify and address root causes.
• Configure, deploy, and support peripheral devices including printers, scanners, docking stations, and monitors.
• Maintain accurate documentation of troubleshooting steps, resolutions, and system changes.
• Provide end‑user training on Windows features, security best practices, and system usage.
• Collaborate with senior engineers to elevate complex issues and support long‑term technical improvements.
• Travel throughout Washington and Oregon to deliver scheduled service, emergency support, and ongoing maintenance for the driver license issuance platform.
• Coordinate and complete routine and emergency service requests within established SLAs.
• Generate monthly reports on issue trends, SLA performance, and system health metrics.
• Create and maintain technical documentation, SOPs, how‑to guides, and Root Cause Analysis materials.
• Maintain preventive maintenance schedules and support field inventory management, including tracking of all deployed equipment.
• Develop and update Bills of Material (BOMs) for deployed hardware configurations.

This job description does not encompass every duty associated with the position. Employees may be assigned additional job‑related tasks or instructions by their supervisor as needed and are expected to perform these duties in compliance with applicable federal and state regulations and company policies. The role also requires adherence to the following expectations:

• Primary duties involve a combination of office‑based tasks and field work necessary to support business operations.
• The position requires the regular exercise of discretion and independent judgment.
• The role involves work requiring advanced knowledge that is predominantly intellectual in nature and requires consistent analytical judgment.
• Responsibilities may include applying systems analysis techniques, consulting with users, and determining functional hardware, software, or system specifications.
• Participation in an on‑call rotation may be required, including periodic after‑hours or weekend support to resolve critical operational issues.

All job requirements may be adjusted as needed to reasonably accommodate individuals with…