Sr Technical Support Analyst

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Hi,

Greetings from DIA SOFTWARE SOLUTIONS LLC!

We reaching out about an exciting Direct client opportunity with one of our clients. Please review the requirements and let me know if you are interested in this position?

Direct client Req:: Need Sr Technical Support Analyst , Hybrid, VA

PLEASE SEND THE RESUMES TO SKUMAR AT DIASOFTWARESOLUTIONS DOT COM !

Job Description

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 themselves.

Technical Requirements

• Operating Systems: Proficiency in Windows 10/11 and macOS environments.
• Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.
• Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.
• Identity Management: Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).
• Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.

What We re Looking For

• Communication Skills: The ability to translate "tech-speak" into helpful instructions for non-technical users.
• Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
• Active Listening: Picking up on the "clues" a user gives to diagnose an issue they might not have the words to describe.
• Clear Communication: The "Translate Tech-to-Human" skill explaining complex fixes in simple, jargon-free language.
• Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.

Our Commitment to You

We believe in clear expectations and constant growth. You can expect frequent, constructive feedback, interim evaluations to track your progress, and all the resources you need to master your role and hit your performance goals.

Requirements & Qualifications

Minimum Qualifications

• Education: Associate s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops, and laptops).
• Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.
• Preferred Skills
• Certifications: CompTIA A+, Network+, or Google IT Support Professional Certificate.
• Customer Service: A background in Help Desk technical support, ideally in an academic or corporate setting.
• Physical Requirements
• Ability to work 100% on-site with possible Telework options
• Ability to lift and move computer equipment (up to 30 lbs.) and navigate classroom environments to perform installations.

Fill the above skills in the below box and have consultant to complete

SKILLS MATRIX

Skill

Required

Amount of Experience

Experience

Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.

Required

3 Years

Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.

Required

3 Years

Active Listening: Picking up on the "clues" a user gives to diagnose an issue they might not have the words to describe.

Required

3 Years

Clear Communication: The "Translate Tech-to-Human" skill explaining complex fixes in simple, jargon-free language.

Required

3 Years

Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.

Required

3 Years

DIA SOFTWARE SOLUTIONS LLC.

Austin, TX 78727| Direct

DIA SOFTWARE SOLUTIONS is an Affirmative Action/Equal Opportunity Employer that supports workplace diversity. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, gender identity, or genetic information. All Dia soft staff must be able to demonstrate the legal right to work in the United States. DIA SOFTWARE SOLUTIONS is an E-Verify employer