*	Support 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.
*	Troubleshoot software and hardware problems and enhances the level of direct services to field staff. 
*	Install, maintain, and assist in testing and upgrading of 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, OneDrive, and Office products.
Requirements:
*	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, OneDrive, 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, 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).
Working Conditions:
*	Interviews will be conducted ONSITE, NO exceptions* candidates MUST be able to work ONSITE 100%.
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Business Analyst

Technical Support Analyst 4 opportunity with our direct client
