Overview
Help Desk Technician
6 Month Contract-To-Hire
100% On-site
Local Candidates Only
Richmond, VA
Job Summary:
This Tier 1 support position handles calls from end users, monitors network data lines/routers, enters pertinent information into call tracking software and escalates problems as needed. This position will work closely with Tier 2 support, and other internal IT groups, as well as identify core problems related to workstations.
Responsibilities:
- Ensure all Incidents are forwarded to the correct group, or agency or given information of whom to contact if OES cannot assist; including tickets that have been forwarded back to the Help Desk inbox to be re-assigned.
- Place hardware repair/replacement calls as needed to 3rd party vendors.
- Monitor SolarWinds for network issues and submit appropriate service requests. This position works closely with our network and security teams to ensure network status information is communicated (data lines, routers, switches).
- Place and follow up on data circuit/line calls with vendors.
- Work with Help Desk Supervisor to add or improve any documentation related to the core mission of the Help Desk.
- Provide remote support to the installation of monitors, printers, scanners, webcams, and other peripheral devices.
- Maintain Inventory of installed devices through our inventory management system, bar code scanning of all hardware.
- Handle certain Tier -2 calls with documented procedures.
Requirements:
- Experience with Microsoft Windows 10, 11, Office 365 suite, HP Printers, Fujitsu scanners.
- Experience as a Help Desk support technician or equivalent (IT Support, Helpdesk Support, Tier 3 Technician) troubleshooting, installing, and configuring PCs, printers, scanners etc.
- Demonstrated strong customer service and customer support skills. Excellent communication skills (written and verbal).
- Ability to work in as a team on certain projects that involve more than one technician.
- Basic knowledge of networking and network troubleshooting.
Job Type:full_time
