Desktop Support

Saxon Global•Richmond, VA

About The Position

This role is responsible for providing technical support to end-users, including installing, configuring, troubleshooting, repairing, and testing various technology equipment. The position involves fielding help requests, documenting issues, performing upgrades and repairs, training users, and monitoring system performance. The role requires the ability to work independently and collaboratively, analyze root causes of issues, and potentially work after hours or be on-call.

Requirements

Associate Degree with 3+ years of experience (additional years of relevant experience will be considered in lieu of a degree).
Minimum 2 years of experience working with PC Hardware and Software.
Proficient in current Microsoft technologies including software, operating systems, group policy, etc.
Must be customer oriented: Solving customer problems in a timely manner, and informing the customer of problem resolution in a clear manner.
Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
Experience working in a team-oriented, collaborative environment.
Experience with 1 or more Windows or Mac products.
Hands-on experience in troubleshooting Microsoft Office Suite 2016 (Outlook, Visio, Project, etc.) and Microsoft Windows (7, 8.1, 10, 11) with end users.
Demonstrated ability to work independently to perform responsibilities effectively and efficiently.
Strong analytical and problem solving skills.
Ability to communicate technical concepts to technical and non-technical audiences.
Aptitude and enthusiasm for learning and teaching new technologies.
Ability to establish and maintain productive working relationships with all levels of staff and the customer.
Collaborative, works as part of a team to successfully achieve common goals.
Empathetic, honoring the consumer and what they are feeling.
Passionate about helping others.
Self-Confident and able to diplomatically express views that may be unpopular.
Actively Listens and is able to quickly distill provided information and insights.
Conscientious, organized and dependable; always meets deadlines and commitments.
Experience troubleshooting Mac laptops.

Nice To Haves

A passion for quality and excellence.
Demonstrated commitment to continuous professional growth.
Competency in ServiceNow ITSM tool.
Initiative-Driven, pursuing goals beyond what is required or expected.
Experience working in agile environment utilizing JIRA.
Technical Certifications in any one of: MCP, Dell/EMC, CompTia A+, Network+, Server+

Responsibilities

Install, configure, troubleshoot, repair, and test technology equipment such as computer workstations, printers, peripherals, and teleconferencing equipment.
Field incoming help requests from end users via service requests, telephone, and email, providing assistance in person and remotely.
Document pertinent end user identification information, including name, location, contact information, and nature of problem or issue within an ITSM tool in a near real-time manner.
Resolve issues quickly and maintain a high level of end-user confidence.
Perform software and hardware upgrades and repairs to existing equipment and provide recommendations for improvements.
Train users on the proper use of hardware, software, and mobile devices.
Monitor backups and take appropriate corrective action.
Monitor end user asset performance and take appropriate proactive corrective action.
Identify potential problems and understand when problems exist without being prompted.
Work individually and actively participate on integrated teams.
Investigate computer hardware and software issues independently and with assistance from peers, vendors, and manufacturer support.
Analyze root causes and resolve issues.
Work after hours or weekends on an as needed basis to provide support, including being on-call for emergency support.