Technical Support Analyst 2

We are looking for Technical Support Analyst 2 for our client in Richmond, VA.

Job Title: Technical Support Analyst 2

Job Location: Richmond, VA

Job Type: Contract

Job Overview:

Pay Range: $20hr - $22hr

Requirement/Must Have:

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.
• Familiarity with device imaging, deployment tools, and system security best practices.
• Knowledge of help desk ticketing systems and IT service management workflows.
• Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.
• Strong communication skills, with the ability to explain technical information in a user-friendly manner.
• Excellent organizational and time-management skills to handle multiple requests and priorities.
• Skilled in customer service and maintaining a professional, supportive demeanor with end users.
• Ability to work independently as well as collaboratively within a team.
• Ability to adapt to changing technology, tools, and organizational needs.
• Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.
• Ability to maintain confidentiality and follow security protocols when handling sensitive information.

Responsibilities:

• Install, configure, and deploy desktops, laptops, monitors, printers, and peripheral devices.
• Set up and configure operating systems, software applications, and user accounts for new and existing staff.
• Assist with the physical installation of networking equipment (routers, switches, access points) and cabling.
• Image and prepare devices according to organizational standards and security policies.
• Respond to help desk tickets, phone calls, and in-person requests in a timely and professional manner.
• Diagnose and resolve hardware, software, network connectivity, and peripheral issues.
• Provide first- and second-level support, escalating complex problems to senior IT staff or vendors when necessary.
• Support common business applications, email systems, and productivity software.

Nice to Have:

• Experience with Helpspot as a ticketing system.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities