IT/Helpdesk Spt Spec I

SimVentions, Inc•Fredericksburg, VA

13d•$58,000 - $65,000

About The Position

SimVentions 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 escalate 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.

Requirements

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 escalate 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
Ability to obtain a secret security clearance is required.
GED or High School Diploma

Nice To Haves

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

Responsibilities

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 inhouse 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.
Alerts management to recurring problems and patterns of problems. Provides recommendations to resolve problems.
Provides an outstanding customer service experience in a variety of circumstances across all organizational levels.
Various projects and tasking as assigned.

Benefits

Medical, dental, vision, and prescription drug coverage
Employee Stock Ownership Plan (ESOP)
Competitive 401(k) programs
Retirement and Financial Counselors
Health Savings and Health Reimbursement Accounts
Flexible Spending Accounts
Life insurance, short- & long-term disability
Continuing Education Assistance
Paid Time Off, Paid Holidays, Paid Leave (e.g., Maternity, Paternity, Jury Duty, Bereavement, Military)
Third Party Employee Assistance Program that offers emotional and lifestyle well-being services, to include free counseling
Supplemental Benefit Program