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Desktop Support Analyst (BHJOB1435_24911)

Astyra Corporation Richmond, VA
  • Expired: over a month ago. Applications are no longer accepted.
  • Astyra is seeking an experienced professional to serve as a staffer for our Help Desk. Position requires at least one to three years of documented computer management skills in an enterprise environment.
  • The IT Technical Support/Help Desk team member will triage customer IT issues or requests and assign work tickets to 2nd Tier Field Services and Tier 3 Services support teams.
  • The IT Technical Support/Help Desk team member serves as a 1st tier technical support and liaison for internal business units for all Astyra computer systems and solutions related technical issues and/or requests.
  • This includes, but is not limited to, customer technical support calls, software troubleshooting, user & badge database data updates, check printing, incident follow-up, incident escalation and small project management.
  • This position will be in an On-Call rotation within the department, and must be available for off-hour and weekend support.

Key Job Elements include

  • The processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Record and maintain accurate incident and change records
  • Respond physically to trouble situations and conduct troubleshooting as may be required
  • Conduct routine walk-throughs of Call Center, correcting both appearance and functional imperfections, Astyra vendors and guests, as may become necessary
  • Contribute suggestions for improvements in the quality, integrity, and efficiency of operations regularly.
  • Microsoft Office (MS) suite and MS Operating Systems experience essential
  • Assure that the DITs philosophy: quality services to clients; development, growth, involvement and recognition of employees; sound economic principles; and an environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.

Responsibilities

  • Troubleshoot systems software and address basic incident requests.
  • Respond and follow up on technical help tickets submitted via phone, email, and walk-ups
  • Escalate and follow-up on urgent incidents with department managers.
  • Provide IT support for Windows, Microsoft Office, and a variety of other applications used internally
  • Independently investigate and implement solutions to technical issues
  • Identify recurring technical issues and propose solutions to address the root of the problems
  • Experience installing and configuring Windows OS, networked and local printers, and business applications
  • Windows 10 administration and bug fixing in an Active Directory environment
  • Excellent problem solving skills in Microsoft Office applications
  • Basic TCP/IP networking concepts
  • Audio/Visual setup and support
  • Experience with IT support ticketing systems
  • Write process and incident resolution documentation
  • Contribute articles and documentation to department Knowledge Base
  • Remote into customer sites using screen sharing software to troubleshoot system failures to resolve system issues and/or train customers.

Education:

  • High school or equivalent (Required)

Required Experience

  • Troubleshoot systems software and address basic incident requests. Required 5 Years
  • Respond and follow up on technical help tickets submitted via phone, email, and walk-up Required 5 Years
  • Escalate and follow-up on urgent incidents with department managers. Required 5 Years
  • Provide IT support for Windows, Microsoft Office, and a variety of other applications used internally Required 5 Years
  • Independently investigate and implement solutions to technical issues Required 5 Years
  • Identify recurring technical issues and propose solutions to address the root of the problems Required 5 Years
  • Experience installing and configuring Windows OS, networked and local printers, and business applications Required 5 Years
  • Windows 10 administration and bug fixing in an Active Directory environment Required 5 Years
  • Excellent problem solving skills in Microsoft Office applications Required 5 Years
  • Basic TCP/IP networking concepts Highly desired 3 Years
  • Audio/Visual setup and support Highly desired 2 Years
  • Experience with IT support ticketing systems Required 5 Years
  • Write process and incident resolution documentation Highly desired 3 Years
  • Contribute articles and documentation to department Knowledge Base Highly desired 3 Years
  • Remote into customer sites using screen sharing software to troubleshoot system failures to resolve system issues and/or train customers. Highly desired 3 Years

Astyra Corporation

Why Work Here?

Innovative, growing industry with smart ideas, ingenuity and never settling for failure!

Astyra Corporation is a staffing and consulting company that is locally owned and operated right here in the heart of RVA. Astyra offers a unique approach to solving the business challenges of its clients. After being in business for over 20 years, we have evolved and grown - smart ideas, ingenuity and never settling for failure are our hallmark traits. We are locals with a national presence and need a like-minded; client-focused professional who wants to make a difference every day.

Address

Richmond, VA
USA