Technical Support Analyst 2, Richmond, VA, US
Technical Support Analyst 2
Top Technical Skills
* Helpdesk Support & Ticketing Systems
o Proficient in evaluating, routing, prioritizing, and resolving technical issues using helpdesk platforms.
* Hardware & Software Troubleshooting
o Hands-on experience with desktops, laptops, printers, AV equipment, and peripheral devices.
* Skilled in managing desk phones, cell phones, and cellular connectivity, including troubleshooting and reconciliation.
* Experience installing and configuring software applications across various systems.
* Inventory & Asset Management
o Maintains accurate records of IT assets and supports inventory reconciliation.
Soft Skills & Professional Strengths
* Customer Service & Communication
o Strong ability to communicate technical information clearly to non-technical users across all staff levels.
* Works effectively in team environments and supports colleagues as needed, including acting as a backup for key roles.
* Problem Solving & Escalation Management
o Capable of resolving issues independently and escalating appropriately when necessary.
* Reporting & Documentation
o Prepares weekly reports and maintains detailed documentation of support activities and procedures.
* Training & User Support
o Provides training and guidance to end users and staff on IT systems and processes as needed.
Skill Matrix:
* Telecommunications skills (POTS lines, VoIP, and cell) Nice to have
* A/V Systems Support Nice to have
* Helpdesk - Accurately log and resolve tickets. Serve as a point of contact. Escalate when necessary Required 2 Years
* Customer Oriented and Team Player Required 3 Years
* Computer diagnostics and remediation Required 3 Years
* Strong ability to effectively communicate Required 3 Years
* Additional duties as needed. Required
Benefits at IntelliBee
* Long-Term Stability: Join us on a multi-year opportunities with room to grow.
* Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
* Future Planning: Enroll in our 401(k) program and invest in your financial security.
* GC Assistance: We support immediate Green Card processing, if required.
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