Lorven Technologies
DGS-Technical Support Analyst -St. Richmond, VA - Onsite
Lorven Technologies, Richmond, Virginia, United States, 23214
Role: DGS - Technical Support Analyst 3 - 100% ON SITE
Location: 600 N. 5th St. Richmond, VA - Onsite
JobDescription:
IMPORTANT: This is an ON SITE position, physically located at DCLS 600 N 5th Street. Parking is NOT provided for contractors. Pls make sure to share that with your candidate to avoid issues should they be selected.
ABOUT THE ROLE
The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.
Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment
Help Desk Tech Job Duties include:
1.Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.2.Perform installation and troubleshooting of PC's, printers, iPhones and software.3.Daily inspections of server room and data closets4.Manage backup tape rotation and cases for offsite pickup5.Perform network jack activation for correct VLAN6.Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.7.Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Skill Matrix:Respond to and direct help desk tickets to other technicians for resolutionRequired2Yearsinstallation and troubleshooting of PCs, printers, iPhones and softwareRequired2YearsDaily inspections of server room and data closetsRequired1YearsManage backup tape rotation and cases for offsite pickupRequired1YearsSome Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPNRequired1YearsPerform network jack activation for correct VLANRequired2YearsBasic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.Required1YearsWeekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue ticketsRequired1YearsExperience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other toolsRequired1YearsStrong presence, professional image, and ability to deal confidently with technical mattersDesiredExcellent verbal and written communications skillsDesiredHighly motivated, self-sufficient and able to work well independentlyDesired
Location: 600 N. 5th St. Richmond, VA - Onsite
JobDescription:
IMPORTANT: This is an ON SITE position, physically located at DCLS 600 N 5th Street. Parking is NOT provided for contractors. Pls make sure to share that with your candidate to avoid issues should they be selected.
ABOUT THE ROLE
The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.
Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment
Help Desk Tech Job Duties include:
1.Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.2.Perform installation and troubleshooting of PC's, printers, iPhones and software.3.Daily inspections of server room and data closets4.Manage backup tape rotation and cases for offsite pickup5.Perform network jack activation for correct VLAN6.Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.7.Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Skill Matrix:Respond to and direct help desk tickets to other technicians for resolutionRequired2Yearsinstallation and troubleshooting of PCs, printers, iPhones and softwareRequired2YearsDaily inspections of server room and data closetsRequired1YearsManage backup tape rotation and cases for offsite pickupRequired1YearsSome Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPNRequired1YearsPerform network jack activation for correct VLANRequired2YearsBasic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.Required1YearsWeekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue ticketsRequired1YearsExperience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other toolsRequired1YearsStrong presence, professional image, and ability to deal confidently with technical mattersDesiredExcellent verbal and written communications skillsDesiredHighly motivated, self-sufficient and able to work well independentlyDesired