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.