Technical Support Analyst

Nleague Services Inc

Colonial Heights, Virginia

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JOB DETAILS

JOB TYPE

Contractor

SKILLS

Analysis Skills, Cloud Applications, Communication Skills, CompTIA A+, CompTIA Network+, Computer Science, Computer Security, Configuration Management, Customer Support/Service, DNS (Domain Name System), Desktop Hardware, Desktop PC, Documentation, Help Desk, IT Service Management (ITSM), Identify Issues, Identity Data Management, Information Technology & Information Systems, Knowledge Base, Laptop PC, Mac Operating System, Microsoft Active Directory, Microsoft Excel, Microsoft Outlook, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Windows System Administration, Multitasking, Physical Demands, ServiceNow, Software Installation, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, VPN (Virtual Private Network), Wi-Fi

LOCATION

Colonial Heights, Virginia

POSTED

3 days ago

Technical Support AnalystLocation: 2430 Pine Forest Dr, Colonial Heights, VA 23834 (Campus Remote Site Location)Duration: 4 Months (Possibility of extension)100% ON SITEAbout The Role100% on site with 1 possible telework dayKey ResponsibilitiesIdentify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.Knowledge Base Growth: Contribute to our internal "How-To" guides to help users (and the team) help themselves.Technical RequirementsOperating Systems: Proficiency in Windows 10/11 and macOS environments.Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.Identity Management: Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.What We’re Looking For:Communication Skills: The ability to translate "tech-speak" into helpful instructions for non-technical users.Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users. Active Listening: Picking up on the "clues" a user gives to diagnose an issue they might not have the words to describe. Clear Communication: The "Translate Tech-to-Human" skill—explaining complex fixes in simple, jargon-free language. Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.Our Commitment to YouWe believe in clear expectations and constant growth. You can expect frequent, constructive feedback, interim evaluations to track your progress, and all the resources you need to master your role and hit your performance goals.Requirements & QualificationsMinimum Qualifications· Education: Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).· Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops, and laptops).· Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.Preferred Skills· Certifications: CompTIA A+, Network+, or Google IT Support Professional Certificate.· Customer Service: A background in Help Desk technical support, ideally in an academic or corporate setting.Physical Requirements· Ability to work 100% on-site with possible telework options· Ability to lift and move computer equipment (up to 30 lbs.) and navigate classroom environments to perform installations.

Technical Support Analyst

Nleague Services Inc

Colonial Heights, Virginia

About the Company

Nleague Services Inc

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