Technical Support Analyst

POSITION OVERVIEW 

We are seeking a Technical Support Analyst with intermediate to advanced Windows 10/11 troubleshooting skills, field hardware experience, and customer-facing support expertise. This role provides on-site and remote support for Veridos’ driver license issuance systems deployed across Washington, Oregon, Guam, and Saipan. Responsibilities include installing and maintaining photo-capture hardware and resolving software, workstation, network, and peripheral issues.

The ideal candidate is a resourceful, customer-oriented desktop support professional comfortable working independently in the field, communicating with clients and internal teams, and resolving issues across a variety of hardware and software environments.

This is a remote role, and a company computer is provided. 

DUTIES & ESSENTIAL JOB FUNCTIONS 

• Provide advanced remote and on-site troubleshooting for Windows 10/11 workstations and image-capture hardware (cameras, printers, scanners, signature pads, PCs, and peripherals). 

• Diagnose and resolve OS-level issues including startup failures, crashes, performance degradation, driver conflicts, and update errors. 

• Manage and troubleshoot Windows Updates, Feature Updates, Patch deployments, and related configuration changes. 

• Configure, maintain, and repair user profiles, Group Policies, and system settings. 

• Perform hardware diagnostics and coordinate repair or replacement of defective components. 

• Support imaging, deployment, and configuration of Windows devices using MDT, SCCM, Intune, Autopilot, or similar tools. 

• Troubleshoot network connectivity problems involving DNS, DHCP, Wi-Fi, VPN, authentication, and domain join. 

• Resolve software installation, compatibility, and performance issues. 

• Assist with account and authentication troubleshooting (Azure AD/AD, MFA, BitLocker, credential manager). 

• Perform malware detection, removal, and remediation using enterprise security tools. 

• Analyze Windows Event Logs and system diagnostics to identify and address root causes. 

• Configure, deploy, and support peripheral devices including printers, scanners, docking stations, and monitors. 

• Maintain accurate documentation of troubleshooting steps, resolutions, and system changes. 

• Provide end-user training on Windows features, security best practices, and system usage. 

• Collaborate with senior engineers to escalate complex issues and support long-term technical improvements. 

• Travel throughout Washington and Oregon to deliver scheduled service, emergency support, and ongoing maintenance for the driver license issuance platform. 

• Coordinate and complete routine and emergency service requests within established SLAs. 

• Generate monthly reports on issue trends, SLA performance, and system health metrics. 

• Create and maintain technical documentation, SOPs, how-to guides, and Root Cause Analysis materials. 

• Maintain preventive maintenance schedules and support field inventory management, including tracking of all deployed equipment. 

• Develop and update Bills of Material (BOMs) for deployed hardware configurations. 

OTHER FUNCTIONS AND RESPONSIBILITIES 

This job description does not encompass every duty associated with the position. Employees may be assigned additional job-related tasks or instructions by their supervisor as needed and are expected to perform these duties in compliance with applicable federal and state regulations and company policies. The role also requires adherence to the following expectations: 

• Primary duties involve a combination of office-based tasks and field work necessary to support business operations. 

• The position requires the regular exercise of discretion and independent judgment. 

• The role involves work requiring advanced knowledge that is predominantly intellectual in nature and requires consistent analytical judgment. 

• Responsibilities may include applying systems analysis techniques, consulting with users, and determining functional hardware, software, or system specifications. 

• Participation in an on-call rotation may be required, including periodic after-hours or weekend support to resolve critical operational issues. 

All job requirements may be adjusted as needed to reasonably accommodate individuals with disabilities. Some duties may not be appropriate for individuals whose performance of those duties would pose a direct threat or significant risk to the health and safety of themselves or others. 

REQUIRED EXPERIENCE & QUALIFICATIONS 

• 2–5 years of hands-on IT support experience in a Windows-based environment, including installation, configuration, and advanced troubleshooting of Windows 10/11 workstations (OS issues, updates, drivers, profiles, hardware, and software conflicts). 

• Experience using ITSM/ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or Atlassian Service Desk. 

• Proficiency with Active Directory, Azure AD, Group Policy, identity management, and workstation imaging/deployment tools (MDT, SCCM, Intune, Autopilot). 

• Intermediate to advanced understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi), including the ability to troubleshoot network connectivity issues, including Network IP Addressing and Subnetting, and interpret network-related logs. 

• Familiarity with Microsoft security protocols, patching processes, malware detection and remediation, and interpreting Windows Event Logs and system diagnostics. 

• Ability to diagnose and resolve hardware issues across PCs, peripherals, and image-capture devices (cameras, scanners, printers, signature pads). 

• Basic SQL knowledge or willingness to learn introductory SQL for troubleshooting database-related errors. 

• Proficiency with collaboration and productivity platforms (Outlook, Teams, Atlassian Service Desk, Confluence, Slack, SharePoint) and modern web-browser developer tools. 

• Excellent verbal and written communication skills, customer service aptitude, and the ability to work in a professional, courteous manner with clients and internal teams. 

• DSLR camera experience (Canon preferred). 

• Must possess a valid driver’s license, a reliable vehicle for field visits (mileage reimbursed), and the ability to travel throughout Southern Washington and Northern Oregon. 

• Must pass a drug screening and criminal background check prior to employment. 

• High School diploma required; location preference is within the Vancouver, WA area. 

PREFERRED QUALIFICATIONS 

• Associate degree in an information technology discipline. 

• Experience in the secure ID card, credentialing, or DMV industry. 

• Mechanical aptitude and the ability to work independently in field environments. 

• Certifications or skills such as CompTIA A+, JavaScript, PHP, or experience with relational databases. 

• Familiarity with software development lifecycle concepts. 

• Experience using diagnostic and network tools (ping, ipconfig, traceroute, nslookup, netstat); Wireshark or Dumpcap experience is a plus. 

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT 

• Ability to sit and work at a computer for extended periods (8+ hours per day). 

• Adequate visual acuity and manual dexterity to operate computers, phones, scanners, and technical equipment. 

• Regular driving for field service visits, including extended periods behind the wheel. 

• Ability to install hardware at client sites, which may require bending, kneeling, reaching, and working under desks or around office furniture. 

The pay range for this position is $26.44 - $36.05 per hour.  Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.