AGI · 11 hours ago
Technical Support Analyst
Virginia Beach, VA
Full-time
Onsite
Entry, Mid Level
2+ years expAGI is an established company with over 50 years in the signage industry, dedicated to helping customers build better brand experiences. The Technical Support Analyst role involves providing excellent technical support, solving problems at their root, and improving IT support operations while interacting with users and documenting solutions.
ConstructionIndustrialArchitecture & DesignArchitectureFacilities Support Services
Responsibilities
Serve as a primary point of contact for technical support requests from employees across the organization
Own support issues from intake through resolution, providing clear and proactive communication throughout
Troubleshoot and resolve a wide range of issues including software problems, access requests, installations, and user reported network issues
Clearly explain technical issues and solutions in non-technical language
Look beyond immediate symptoms to identify underlying causes
Recognize recurring issues and patterns across tickets and systems
Ask clarifying questions to translate vague or incomplete user requests into the correct technical solutions
Escalate issues appropriately while remaining accountable for outcomes
Clearly document troubleshooting steps, root causes, and resolutions in tickets and internal documentation
Contribute to repeatable solutions and foundational knowledge resources
Treat documentation as a required part of closing work, not an afterthought
Help reduce repeat issues by ensuring solutions are captured and shared
Identify inefficiencies in helpdesk workflows and support processes
Recommend and help implement improvements to how IT support is delivered
Support the development of better self-service capabilities and repeatable processes
Continuously looking for ways to reduce reactive support
Leverage available tools and emerging technologies including AI to improve ticket triage and categorization, speed issue resolution, identify trends and recurring problems, and enable more proactive support
Demonstrate curiosity and willingness to learn new tools that improve IT effectiveness
Work collaboratively with IT teammates, asking for help when needed and offering help to others
Share knowledge openly and contribute to overall team capability
Maintain a professional, customer-focused approach in all interactions
Qualification
Required
Preferred bachelor's degree in information technology, computer science, or a related field
Minimum of 2-5 years' hands on IT or technical support experience
Strong troubleshooting and problem-solving skills
Experience supporting Microsoft 365 and the broader Microsoft ecosystem
Comfortable supporting end user software, devices, and core business tools
Strong verbal and written communication skills
Organized, diligent, reliable working style
Ability to work independently while functioning as part of a team
Required at least one current, industry recognized technical credential
CompTIA A Plus, Microsoft Certified Endpoint Administrator Associate, or equivalent
Equivalent experience combined with one of the above certifications will be considered
Exceptional knowledge of computer hardware and Office 365 tools
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Time Off
401k + 401k matching
Company
AGI
AGI manufactures architectural interior/exterior sign systems & provides image maintenance, innovative solutions & facility design services.
1001-5000 employees
H1B Sponsorship
AGI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Michael Garofalo
CFO & SVP of Finance
Tommy Roberts
CMO
Recent News
The Indian Express
2024-10-25
2024-10-24
2024-10-24
Company data provided by crunchbase