Technical Support

Job Description

Position: Technical Support

Location: Richmond, VA (Onsite)

Pay Range: $18/hr - $20/hr on W2

Duration: 12+ months

• Primary focus:
  Level 2 Operational Support - not Help Desk or Level 1.
• Looking for more tenured, technically refined candidates who can operate with limited supervision and resolve multi-user, higher complexity issues.
• Tenure expectation: 1+ year minimum in similar technical support environments; seasoned and polished, beyond entry-level help desk capability.
• Behavioral Fit:
  Candidates must balance technical aptitude with strong communication and collaboration skills across cross-functional teams.

• Broad, general Level 2 operational support covering both Windows and Mac devices.
• Provide remote and in-person support for end users.
• Handle application configuration specific to client's environments (local app configurations).
• Support for cloud-hosted products as well as some local environments.
• Manage network configuration and capacity troubleshooting.
• Assist with mobile device support (phones, tablets, etc.).
• Resolve multi-user technical issues and participate in team-based troubleshooting efforts.
• Occasionally pause 1:1 support to help mitigate overall ticket volume or handle escalations.
• Team composition context: some current team members are on temporary leave of absence, increasing short-term workload for existing staff.

• Ticketing System:
  Service Now (core for ticket management and day-to-day workflow).
• Communication Tools:
  Slack (primary internal communication platform) and Zoom (frequent collaboration tool).
• Infrastructure / System Management:
• SCCM - leveraged selectively, more common in Level 3 functions, but familiarity is valued.
• Active Directory-style replacement tools (identity/access management).
• Developer products and internal platforms unique to client's environment.
• Tool philosophy:
  Manager is not biased toward specific tools but expects candidates to have enterprise support familiarity and the ability to navigate both tooling and applications.
• Ideal candidates can demonstrate comfort with systematic troubleshooting, configurations, and support across both tooling and application layers.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.