Technical Support Analyst - Richmond, VA​/ONSITE

Technical Support Analyst 4

Richmond, VA | 1‑year contract. Local candidates strongly preferred. Interviews will be conducted onsite (no exceptions). Candidates must be able to work onsite 100%.

VDOT 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.

• Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.
• Issues and troubleshoots peripheral devices provided alongside workstations (monitors, docking stations, input/output devices, etc.).
• Manages and monitors customer IT issues using help‑desk tools – Service Now, Ivanti, and SharePoint. Supports over the phone, in person, and using remote control.
• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers.
• Troubleshoots software and hardware problems and enhances the level of direct services to field staff.
• Installs, maintains, and assists in testing and upgrading new and existing hardware and software.
• Provides advanced problem management, troubleshooting, root‑cause analysis, and escalations to resolve customer problems.
• Creates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, One Drive, and Office products.

• Strong customer service skills with a Customer First attitude.
• Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, One Drive, Teams, and MS O365.
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets.
• Excellent research and investigative skills.
• Knowledge and experience in Active Directory, cmd line tools, remote support tools, and 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 in the Central Office and in the field.
• Ability to communicate effectively orally and in writing with individuals and groups.
• Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite).