Technical Support Analyst

Desktop/Technical Support Analyst 2 Richmond, VA 23019 Pay Rate: $30 Hourly

ABOUT THE ROLE

This position provides consultative and technical support services to DBHDS staff to ensure timely problem resolution, system/data access and optimal system performance

• Act as a first point of contact for providing technical support to all areas within the organization.
• Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed.
• Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
• Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
• Triage and route advanced second and third tier requests to the appropriate technical personnel.
• Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.