Desktop Support Technician - Richmond, VA

job description

attention military affiliated job seekers - our organization works with partner companies to source qualified talent for their open roles. The following position is available to veterans, transitioning military, national guard and reserve members, military spouses, wounded warriors, and their caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

All positions are onsite, unless otherwise stated.

job description:
at compucomstaffing, you're more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance.

our client is currently seeking a qualified desktop support technician to join their team onsite in richmond, va and provide end-user support.

our techs are responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and/or printers. They also may resolve higher level support to servers, and/or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks.

As a technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images.

duties and responsibilities:

• diagnose mechanical, hardware, software and systems failures, using established procedures
• perform service, repair and/or installation of computer products including system hardware and software, mfd printers, pc's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking
• perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
• communicate with customers at all levels of technical and non-technical skill sets
• follow-up with end users to provide status updates as per service level guidelines (sla's)
• act as the first escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (l3 tech, manager, etc.)
• follow all standard operating procedures (sop) through the effective use of knowledge management
• work collaboratively with people across the organization

additional qualifications/responsibilities

skills and qualifications:

• associates degree preferred or equivalent experience in computer science or information technology from an accredited school
• minimum 3+ years of experience in related field
• desktop and/or infrastructure support experience
• basic non-warranty repair skills training as assigned (cabling, printers, network, servers) preferred
• technical writing competency
• sound understanding of customer support, operations, and processes
• able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• demonstrated capability to achieve results in a fast-paced, client driven environment
• strong desire and enthusiasm to serve customers
• working knowledge of windows operating systems, networks, databases and network security concepts and tools is required
• working knowledge of the microsoft office application suite including ms outlook

wage range:
the rate for this position is between $18.75 - $25.00 per hour, unless local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

benefits:
the…