IT MSI/SCCM Technical Support Analyst (VA773705)
The RMA is seeking a local candidate for an on-site technical support and software deployment position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment and creating/deployment software packages.
100% ON SITE Required from Day 1. Parking is NOT provided for contractors
ABOUT THE ROLE
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Performs software installations manually and via automated deployment tools and command line scripting
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Keep software updated on clients with the latest patches and updates
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Create software packages for ease of use and consistent deployments to agency
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Onboarding and offboarding both new and separating employees
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Supports and maintains user account information changes including system access rights, security, and system groups
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Manages and monitors customer IT issues using helpdesk tools – Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
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Provides support over the phone, in person, and using remote control tools
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Acts as a liaison to ensure the delivery of high-performance IT support services
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Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers
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Provides recommendations to management for the improvement of systems and processes
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Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource
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Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)
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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 Center 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 analyzing 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