Job Description

Job Title: Technical Support Analyst

Job Location: Colonial Heights, VA

Duration: 4 months

Job Type: Contract

Interview mode: In-person only



Key Responsibilities:

  • Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.

  • Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).

  • Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.

  • Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.

  • Knowledge Base Growth: Contribute to our internal "How-To" guides to help users (and the team) help themse...

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