Technology Support Analyst

Olddominion GroupMidlothianFull Time

Continue with your CV

PDF, Word, or image. Under 10MB.

Upload CV

Apply now

Job description

Technology Support Analyst at Olddominion Group.

About the role

As a Technology Support Analyst at Olddominion Group, you will play a crucial role in ensuring the smooth operation of our IT systems and services. This position is designed for individuals who are passionate about technology and possess a strong desire to assist users in overcoming technical challenges. You will be part of a dynamic team that prioritizes customer satisfaction and operational efficiency, providing support to both internal staff and external clients. Your expertise will contribute to enhancing our technological infrastructure and improving user experience across the organization.

Key facts

Location: Midlothian

Engagement: Full-time

What you'll do

Provide first-line technical support to users via phone, email, and in-person, addressing a variety of hardware and software issues.
Troubleshoot and resolve technical problems related to desktops, laptops, printers, and mobile devices to ensure minimal disruption to workflow.
Maintain and manage IT inventory, including hardware and software assets, ensuring accurate records and timely updates.
Assist in the installation, configuration, and maintenance of operating systems and application software, ensuring compliance with company standards.
Collaborate with other IT team members to identify recurring issues and develop long-term solutions to enhance system reliability.
Document support interactions and resolutions in the ticketing system, ensuring thorough records for future reference and analysis.
Conduct training sessions for staff on new technologies and software applications, fostering a culture of continuous learning.
Participate in IT projects and initiatives, providing insights and support to improve overall technology services within the organization.
Monitor system performance and security, reporting any anomalies to the appropriate teams for further investigation.
Assist in the implementation of IT policies and procedures, ensuring adherence to best practices and regulatory requirements.
Respond to urgent support requests in a timely manner, prioritizing tasks based on business impact and urgency.
Stay updated with the latest technology trends and advancements, sharing knowledge with the team to enhance service delivery.

Requirements

A minimum of 2 years of experience in a technical support or IT support role, demonstrating a solid understanding of troubleshooting methodologies.
Proficiency in supporting Windows and Mac operating systems, as well as common office productivity software.
Familiarity with networking concepts, including TCP/IP, DNS, and DHCP, to assist with connectivity issues.
Strong problem-solving skills with the ability to think critically and work independently under pressure.
Excellent communication skills, both verbal and written, to effectively interact with users of varying technical expertise.
A customer-oriented mindset with a commitment to providing exceptional service and support.

Nice to have

Experience with remote support tools and ticketing systems, enhancing efficiency in handling support requests.
Knowledge of cloud-based services and applications, such as Microsoft 365 or Google Workspace, to assist users in leveraging these tools effectively.
Certifications such as CompTIA A+, ITIL, or similar, indicating a commitment to professional development in the IT field.

Skills & tools

Proficient in using Microsoft Office Suite, remote desktop applications, and various troubleshooting tools.
Familiarity with ticketing systems like Zendesk, ServiceNow, or similar platforms for tracking support requests.
Basic understanding of cybersecurity principles to help safeguard company data and systems.

Practical notes

This position is based in Midlothian, Virginia, and may require occasional travel to other company locations or client sites.
The salary for this role is competitive and commensurate with experience, with opportunities for growth and advancement within the company.
Olddominion Group is committed to providing a diverse and inclusive workplace, and we welcome applicants from all backgrounds.
Visa sponsorship may be available for qualified candidates, depending on individual circumstances and company policy.