Title: Technical Support Analyst ; Location: Colonial Heights, VA - 100% ON SITE

Actively Reviewing the Applications

Interon IT Solutions

Karnataka Full-Time 1–2 years

Posted 3 days ago • Apply by June 11, 2026

Job Description

Title: Technical Support Analyst

Location: Colonial Heights, VA

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.

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.

Required/Desired Skills

Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.
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.