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Yakshna Solutions, Inc., (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, Virginia, USA. YSI provides professional IT solutions and services to business corporations and government organizations. YSI is committed to serve its business communities as a leading IT vendor providing innovative, quality, and cost-effective IT business solutions and services.
We offer a competitive benefits package that includes the following: 401(k), health, dental, and vision insurance, Life insurance, short-term and long-term disability insurance, paid time off, training, and professional development assistance.
YSI is seeking a highly qualified Technical Support Analyst 4. The selected candidate will be able to communicate effectively (written/verbal), possess strong interpersonal skills, be self-motivated, and be innovative in a fast-paced environment.
- 100% ON SITE - Richmond VA 23219
- Local candidates strongly preferred
- Parking is NOT provided for contractors
The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
Duties and Responsibilities:
Onboarding and offboarding both new and separating employees
Supports and maintains user account information changes including system access rights, security, and system groups
Manages and monitors customer IT issues using helpdesk tools – Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
Provides support over the phone, in person, and using remote control tools
Acts as a liaison to ensure the delivery of high-performance IT support services
Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers
Provides recommendations to management for the improvement of systems and processes
Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource
Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software (must be able to lift up to 50lbs)
Performs software installations manually and via automated deployment tools and command line scripting
Creates documentation of work processes and procedures, and creates job aids for internal staff
Required Skills:
Strong customer service skills with a “Customer First” attitude
Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones
Excellent research and investigative skills
Knowledge and experience in Active Directory, Group Policy (GPO), remote support tools, basic networking
Experience in working with help request tracking and reporting tools
Knowledge of IT concepts and trends and new technologies
Ability to troubleshoot hardware and software issues, and communicate solutions to customers both verbally and inwriting
Ability to communicate effectively verbally and in writing with individuals and groups
Basic understanding and knowledge of software packaging and deployment
YSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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