Help Desk Support​/It Support Assistant

Job Title

Help Desk Support // IT Support Assistant

Richmond, VA 23219

$25.05/hr on W2 without benefits

6+ months

8:30 AM – 5:00 PM

Equipment to be used by temporary staffing professionals:

• Computer/laptop, printer, copier/scanner

Computer software to be used:

• MS Office:
  Outlook, Excel, Teams, Word, SharePoint, Appeals Information Management System (AIMS)

• Entry-level experience with business systems such as the Appeals Information Management System
• Experience providing help desk support, managing incoming calls, and providing accurate/timely responses
• Experience communicating with internal and external stakeholders
• Experience applying specialized concepts, practices, procedures, and policies to meet customer needs and requirements
• Experience interpreting, applying, and analyzing federal laws, state laws, regulations, and/or policies
• Experience documenting issues and resolutions
• Considerable experience managing competing priorities and meeting deadlines
• Considerable experience referring questions and more complex problems to a supervisor and higher levels
• Considerable oral and written communication skills
• Considerable experience with technology, including MS Office

• Customer Service experience
• Ability to occasionally lift 15-20 lbs
• Professional verbal and written communication skills
• Organizational and logistics skills
• Strong attention to detail
• Problem solving
• Strong interpersonal skills
• Team-oriented
• Proactive critical thinking

• Troubleshooting technical issues

• Provide quality real-time internal and external Appeals Information Management System (AIMS) help and technical support, including troubleshooting reported technical issues and creating defect tickets, reviewing and validating AIMS registration requests, and providing quality assurance of AIMS letters
• Support the daily business operations of the Appeals Division
• Provide excellent customer service, treating everyone who interacts with the Division with respect and dignity; ensure every appellant receives full due process; support a collaborative and positive work environment; and produce a quality work product