Job description

We are seeking a Help Desk Technician to provide computer information systems support via the phone, email or at a Customer workstation. This role is responsible for triage of incoming new calls and monitoring of existing calls for completion.

Job Responsibilities:

• Respond to and direct help desk tickets to other technicians for resolution using an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine
• Perform installation and troubleshooting of PC’s, printers, iPhones and software
• Daily inspections of server room and data closets
• Manage backup tape rotation and cases for offsite pickup
• Perform network jack activation for correct VLAN
• Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems
• Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
• Ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date
• Assist in the authoring of new troubleshooting procedures, guidelines and diagrams

Skills & Requirements:

• Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support
• Hold a basic understanding of Active Directory in a multiple Domain network environment
• Have fundamental understanding of Personal Computer and Information Systems operations
• Excellent interpersonal skills for communicating as their primary job will be customer facing
• Ability to perform in a team environment

VA0504

Job Types: Full-time, Contract

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Richmond, VA: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• installation and troubleshooting of PCs, printers & iPhones: 2 years (Preferred)
• working with ticketing systems: 2 years (Preferred)
• customer support: 1 year (Preferred)
• MiTel phone systems: 1 year (Preferred)

Work Location: In person

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