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Technical Support 2

University Of Richmond, VA
Technical Support 2
 
Richmond VA
 
6 Months
 
Interview Mode: Phone+F2F
 
Complete Description:
 
  • *local candidates strongly preferred
  • *ALL candidates MUST be able to attend a personal interview, NO phone interviews, NO Skype, NO exceptions
  • *Please do not submit candidates who have been submitted to recent VDOT Tech Support reqs
 
  • VDOT is currently seeking to hire an IT Support Tech II to provide Helpdesk and End User Support
 
DUTIES AND RESPONSIBILITIES:
 
  • Manage and monitor customer IT issues using helpdesk tools – Service Now and Ivanti. Support over the phone, in person, and using remote control
  • Acts as a liaison between VDOT and VITA/SAIC to ensure the delivery of high performance IT support services
  • Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, mobile devices and printers
  • Provides management with recommendations for systems and process improvements 
  • Troubleshoots software and hardware problems and enhances the level of direct services to field staff
  • Installs, maintains, and assist in testing and upgrading of new and existing hardware and software
  • Provide advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
  • Create job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, Gmail, and Office products
  • Works directly with customers to assist in setup/break down and operation of electronic presentations via audio/video conference equipment
 
 
REQUIRED EXPERIENCE & SKILLS:
 
  • Strong customer service skills with a Customer First attitude
  • Extensive skills and experience in desktop products including but not limited to Windows 7/10, SharePoint, Gmail, and MS Office 2010/2016
  • Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices
  • Excellent research and investigative skills
  • Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
  • Experience in working with help request tracking and reporting tools
  • Knowledge of IT concepts and trends and new technologies
  • Ability to  troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
  • Ability to communicate effectively orally and in writing with individuals and groups
 
Skills:       
Required / Desired     
    
  • Amount of Experience
  • Strong Customer Service skills with a Customer First attitude Required 5 Years
  • Extensive skills and experience in Microsoft Desktop products including Windows 7/10, SharePoint 2010, Gmail, and MS Office 2010/2016 Required 5 Years
  • Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices required 5 Years
  • Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking required 3 Years
  • Ability to communicate effectively orally and in writing with individuals and groups required 5 Years
  • Experience in working with help request tracking and reporting tools Required 5
  • Years
 
 
Regards,
 
Praveen

 
Key Business Solutions, Inc.
 
|| Office: 916 646 2080 Ext 223 || Fax: 916 646 2081
 
Note: This email is not intended to be a solicitation.  Please accept our apologies and reply in the subject heading with REMOVE to be removed from our Mailing list.
 
 
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