Job Listing Information

Technical Support Analyst 2
  • 22-Jul-2026 to 05-Aug-2026 (UTC)
  • Richmond, VA, USA
  • Full Time
  • Long Term Contract Length
  • 40 Weekly Hours

Position Summary

- The Technical Support Specialist is responsible for the installation, configuration, and maintenance of IT equipment, as well as providing responsive troubleshooting and support for ongoing hardware, software, and network issues.

- This role serves as the primary point of contact for end-user technical assistance, ensuring systems remain operational and staff can work with minimal disruption.

 

Key Responsibilities

Equipment Installation & Setup

- 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.

 

Ongoing Technical Support

- 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.

 

Knowledge Skills and Abilities

- 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.

 

Skills

- 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.

 

Fill the skill matrix below:

Skill

Required/Desired

Amount

Candidate's No. of years of experience

Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.

Required

4

 

Familiarity with device imaging, deployment tools, and system security best practices.

Required

4

 

Knowledge of help desk ticketing systems and IT service management workflows.

Required

4

 

Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.

Required

4

 

Strong communication skills, with the ability to explain technical information in a user-friendly manner.

Required

4

 

Excellent organizational and time-management skills to handle multiple requests and priorities.

Required

4

 

Skilled in customer service and maintaining a professional, supportive demeanor with end users.

Required

4

 

Ability to work independently as well as collaboratively within a team.

Required

4

 

Ability to adapt to changing technology, tools, and organizational needs

Highly desired

4

 

Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.

Required

4

 

Ability to maintain confidentiality and follow security protocols when handling sensitive information.

Required

4

 

Experience with Helpspot as a ticketing system.

Nice to have

2