Job Description
Job Description
Job Description:
- Act as a first point of contact for providing technical support to all areas within the organization.
- Provide telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk, as needed.
- Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
- Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
- Triage and route advanced second and third tier requests to the appropriate technical personnel.
- Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
REQUIRED SKILLS:
- Hands-on experience in a help desk or technical support role and experience with ticketing systems such asService Now.
- Strong experience creating tickets in ServiceNow
- Strong Helpdesk /Customer Service/Customer Support on call is needed.
- Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).
- Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
- A+ CERTIFICATION IS NEEDED
DESIRED
HDI/SDI Certification
Gov experience or State of VA exp.