Direct Client Opportunity : Technical Support Analyst | Colonial Heights, VA - Onsite

[Kumar Nitish]

Hi,
 
I'm Kumar Nitish, a member of the Talent Acquisition team at VTal Technology Solutions. Seeking a Technical Support Analyst for a contract role with the Commonwealth of Virginia in Colonial Heights, VA.
 
Job Title: Technical Support Analyst
Location: Colonial Heights, VA – Onsite
Job Type: Contractual
Mode of work: Onsite role
 
Job Description:
Key Responsibilities

• Identify & 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 Requirements

• Operating 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.

Requirements & Qualifications

Minimum 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.
· Ability to lift and move computer equipment (up to 30 lbs.) and navigate classroom environments to perform installations.
 
 
 
Regards,
Kumar Nitish
VTal Technology Solutions
M: 770-625-1490
E: kni...@vtalsolutions.com
www.vtalsolutions.com
Address: 11720 Amber Park Dr, Ste 160
Alpharetta GA 30009
 
  
Creating Value through Talent as a Service
JDVTS
 
 
 

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[Kumar Nitish]