Seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
DUTIES AND RESPONSIBILITIES:
- Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.
- Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)
- Manages and monitors customer IT issues using helpdesk tools ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
- Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
- Troubleshoot software and hardware problems and enhances the level of direct services to field staff
- Install, maintain, and assist in testing and upgrading of new and existing hardware and software
- Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
- Creates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
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 11, SharePoint Online, OneDrive, Teams, and MS O365
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
Excellent research and investigative skills
Knowledge and experience in Active Directory, cmd line tools, 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
Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
| Skill | Required / Desired | Amount | of Experience |
| Customer service professional with a great attitude. | Required | 3 | Years |
| Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. | Required | 3 | Years |
| Hands on experience in a variety of ticketing/tracking tools related to IT Support. | Required | 3 | Years |
| Ability to perform root cause analysis and create documentation related to the cause and remedy. | Required | 3 | Years |
| Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. | Desired | 3 | Years |