Job Information
COOLSOFT Technology Analyst in Colonial Heights, Virginia
Technology Analyst
(Jobs in Colonial Heights, VA)
Requirement id 157474
Job title Analyst
Job location in Colonial Heights, VA
Skills required IT Services, Communication Skills, Technology,
Open Date 12-Mar-2026
Close Date
Job type Contract
Duration 4 Months
Compensation DOE
Status requirement ---
Job interview type ---
Email Recruiter:coolsoft
Job Description Analyst: IT Services, Communication Skills, Technology,
Start date : 03/31/2026
End Date : 07/31/2026
Submission deadline : 03/18/2026
Client Info : VSU
Note:
Agency Interview Type : In Person Only
This role is 100% on site with the potential for 1 day a week remote. MUST BE ABLE TO INTERVIEW AND WORK ON SITE.
LOCAL CANDIDATES STRONGLY PREFERRED.
Description :
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.
What Were Looking For:
Communication Skills: The ability to translate "tech-speak" into helpful instructions for non-technical users.
Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
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.
Our Commitment to You
We believe in clear expectations and constant growth. You can expect frequent, constructive feedback, interim evaluations to track your progress, and all the resources you need to master your role and hit your performance goals.
Requirements & Qualifications
Minimum Qualifications
· Education: Associates 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.
Call502-379-4456 Ext 100for more details. Please provide Requirement id: 157474 while calling.
EOE Protected Veterans/Disability