IT Tech Support Analyst (VA762179)
Key Responsibilities:
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Provide front-line support to end users, including troubleshooting hardware and software issues across desktops, laptops, and wireless devices
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Manage help desk tickets using tracking and reporting tools; escalate issues as needed and communicate resolutions in a timely and professional manner
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Support Microsoft Desktop products including Windows OS, SharePoint, MS Office Suite, and MS Teams
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Deliver outstanding customer service with a strong “customer-first” approach
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Maintain accurate documentation of incidents, resolutions, and asset management
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Assist in the installation, maintenance, and troubleshooting of network cabling infrastructure, including Ethernet cabling (Cat6/Cat6a) and patch panel terminations
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Support the setup and testing of network drops, cable labeling, and physical connectivity checks
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Collaborate with senior technicians and network engineers on small-scale cabling projects and office relocations
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Maintain organization and inventory of cabling tools, equipment, and supplies
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Drive a state vehicle to various locations within the assigned region for onsite support
Qualifications:
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Valid driver's license (required)
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Excellent verbal and written communication skills
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Ability to work independently in a field environment and manage multiple priorities
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Familiarity with basic network concepts and a willingness to learn structured cabling standards
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Prior experience with IT support, help desk systems, or customer service preferred
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