DBHDS - Technical Support yst 2 - Two Roles

Technical Support Analyst

Location: Richmond VA

Duration: 12 Months

Client: DBHDS

Job Id: (747139)

4 days /week ON SITE required
Parking is NOT provided for contractors

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 walkin and email support to the Help Desk FieldFacultyStaff 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.