Technical Support Analyst

Job Location

Candidates will be required to work 100% on-site in Richmond, VA.

Our direct client has an opening for a Technical Support Analyst position. This position is for 12+ months, with the option of extension, and will be worked 100% on-site in Richmond, VA.

If you are interested, please submit the following:

• YOUR CURRENT RESUME
• YOUR HOURLY RATE

Candidate should have at least four years of hands‑on experience handling support of a large, diverse, and non‑technical team. They will act as Tier 2 and 3 support to internal clients on a day‑to‑day basis and as a backup to Client services, handling technical support for public‑facing clients during Elections and other high‑volume periods. Position includes acting as SME for relevant systems, prioritizing accurate and detailed system documentation for all assigned systems.

Once familiar with the client framework, the candidate will provide proposals for system changes and new systems to increase the client's efficiency and security. This is an Agile environment. Experience with Agile, Microsoft 365, Jira, and Confluence, preferred.

• Provide 1st level support to proprietary Voter Registration System and other systems - Required - 4 Years
• Maintain technical knowledge base, including updating and creating knowledge base articles - Required - 4 Years
• Provide deskside support to staff, including hardware and software installation/troubleshooting - Required - 4 Years
• Administer access to systems - Required - 4 Years
• Manage ticket queues, and follow up on open tickets - Required - 4 Years
• Answer System Support hotline to provide technical support and direction - Required - 4 Years
• Perform other support-related tasks as assigned - Required - 4 Years
• Ability to relay technical information to non‑technical users - Required - 4 Years
• Possess exceptional customer service skills - Required - 4 Years
• Maintain Agency assets via ELECTs asset management system - Not‑Required - 4 Years
• Assist with special projects as needed - Required - 4 Years
• Working experience as a business systems analyst for small to medium projects (1+ years) is a plus.
  
  - Highly desired - 1 Year
• Able to accurately define and capture project requirements, user stories and acceptance criteria is a plus.
  
  - Highly desired - 1 Year
• Being Analytical and able to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, and approaches - Highly desired - 2 Years
• Strong working knowledge of Microsoft Office 365 Suite, ADO, JIRA, and Confluence is a plus.
  
  - Highly desired - 2 Years

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