IT​/Helpdesk Spt Spec II

Overview

Sim Ventions is a 100% employee‑owned business and has consistently been voted one of Virginia's Best Places to Work. We are seeking a Help Desk Support Specialist to join our team!

In this role, you will provide Tier II technical support to end users via phone, in person, and through the help desk ticketing system. You will troubleshoot hardware and software issues, apply diagnostic techniques to resolve technical problems, and elevate more complex issues as needed. Responsibilities include maintaining the help desk system, installing and configuring computers and peripherals, and supporting corporate network hardware and software.

This position also provides A/V and meeting support for in‑person, hybrid, and virtual meetings.

Monthly to our Virginia Beach Office

Ability to obtain a secret security clearance is required.

• 2+ years experience working in a customer facing technical support environment
• Proficiency with Microsoft 365
• Proficiency with Windows Operating Systems
• A solid understanding of hardware, software, and network systems, including troubleshooting common technical issues
• Strong knowledge of video conferencing platforms such as Microsoft Teams
• Ability to work flexible hours as necessary
• Willingness to collaborate with team members and elevate issues to higher levels of support when necessary
• Capability to handle multiple support inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction
• Ability to receive input from various sources, effectively prioritize tasks, and successfully complete them within a specified timeframe
• Excellent verbal and written communication skills
• Strong interpersonal and communication skills to provide excellent customer support while remaining patient and empathetic

• Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets in a timely manner.
• Answer queries by telephone or self‑service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Troubleshoot configuration issues, software installations, hardware repair (including in‑house repair or coordinating depot or warranty services) to support day‑to‑day operations.
• Test new hardware and software systems and packages prior to deployment.
• Coordinate and resolve technical, scheduling, and delivery issues associated with technical refresh, asset tracking, and life‑cycle sustainment.
• Manage and track all issued, reclaimed, removed, and relocated capital IT assets.
• Compose instructional documentation and videos to provide end‑users with step‑by‑step processes on the proper method to utilize specific hardware and software.
• Provide meeting support and technical A/V support for in‑person, hybrid, and virtual meetings.
• Troubleshoot and resolve A/V equipment problems, such as projectors, displays, microphones, and sound systems.
• Assist with video conferencing setup, configuration, and troubleshooting (e.g., Microsoft Teams).
• Create and update documentation related to A/V equipment, configurations, and troubleshooting procedures.
• Provide training and guidance to end‑users on the proper use of A/V equipment and video conferencing tools.
• Alert management to recurring problems and patterns of problems. Provide recommendations to resolve problems.
• Provide an outstanding customer service experience in a variety of circumstances across all organizational levels.
• Various projects and tasking as assigned.

• Proficiency with the Zendesk help desk system
• Proficiency in troubleshooting A/V equipment, including projectors, displays, microphones, and sound systems

GED or High School Diploma

Compensation at Sim Ventions is determined by a number of factors, including, but not limited to, the candidate’s experience, education, training, security clearance, work location, skills, knowledge, and competencies, as well as alignment with our corporate compensation plan and contract specific requirements.

The projected annual compensation range for this position is $58,000-$65,000 (USD).…