Technical Support Analyst - cyberThink : Job Details

Job Description: As a Technical Support Analyst, you will have experience supporting Windows desktop users in an enterprise environment and creating/deployment software packages. Responsibilities:

• Performs software installations manually and via automated deployment tools and command line scripting
• Keep software updated on clients with the latest patches and updates
• Create software packages for ease of use and consistent deployments to agency
• Onboarding and offboarding both new and separating employees
• Supports and maintains user account information changes including system access rights, security, and system groups
• Manages and monitors customer IT issues using helpdesk tools - Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
• Provides support over the phone, in person, and using remote control tools
• Acts as a liaison to ensure the delivery of high-performance IT support services
• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers, and copiers
• Provides recommendations to management for the improvement of systems and processes
• Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource
• Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)
• Creates documentation of work processes and procedures, and creates job aids for internal staff

Required Skills:

• Working experience with Microsoft Software Installer (MSI) packaging, and packaging software for installation, testing, and deployment to desktops remotely
• Working knowledge of Managed Engine Endpoint Central, Microsoft Systems Centre Configuration Manager (SCCM), and other automation tools for updates, patching, and software vulnerability remediation.
• Considerable experience troubleshooting software packages, deployments, and client components.
• Considerable scripting experience with but not limited to PowerShell, VBScript, and batch scripts.
• Working knowledge analysing vulnerability reports to determine patching priorities.
• Strong customer service skills with a Customer First attitude
• Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones
• Excellent research and investigative skills
• Knowledge and experience in Active Directory, Group Policy (GPO), 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 verbally and inwriting
• Ability to communicate effectively verbally and in writing with individuals and groups

The hourly range for roles of this nature are $25.00 to $35.00/hr. Rates are heavily dependent on skills, experience, location, and industry. cyberThink is an Equal Opportunity Employer.