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« Back to Search Tier II Help Desk
Richmond, VA

Salary: Up to $21 / Hr
Date Posted: January 2, 2018
Job Type: Temporary to Hire
Job ID: 294105

Job Description

Tier II Help Desk Associate – Temp to Hire

Our client in the Bon Air area of Richmond, is looking for an experienced Tier II Help Desk Associate. Our client has been providing customers with outstanding IT consulting, technology solutions and friendly support for more than 10 years.  They offer their clients peace of mind by providing technology solutions designed to improve: productivity, cost-efficiency, and reliability. 

Duties may include:

  • Care for the customer as if every customer was a friend in need.
  • Provide technical, hardware / software support for via a ticketing system, Join.me, email and phone
  • Be able to troubleshoot and quickly assess severity and impact of customer issues
  • Articulate necessary technical and non-technical information to customers in a simple, clear and concise manner
  • Help clients by caring about their success, and work with the entire success team
  • Proactively provide updates to customers on open tickets/ cases based on SLA's because YOU CARE about them, not because you’re working off a checklist
  • Perform initial troubleshooting work using all available resources including training, documentation, knowledge base, troubleshooting guides, forums, configuration, and log files
  • Be curious, ask, learn by internal coaching, study all the documentation we have available and become and expert at what we do and how we support
  • Continually generate good content to supplement the existing office knowledge base
  • Actively create documentation and other training materials to continually expand the library of resources available to internal and external clients

Job Requirements

  • BA/BS or equivalent experience
  • Passion for modern technologies / internet related technologies
  • Natural inclination towards problem solving
  • Project management skills
  • Strong attention to detail, well organized
  • Excellent interpersonal skills and ability to multi-task
  • Effective verbal and written communications skills
  • Attention to detail and high level of accuracy
  • Proven pattern of dependability and reliability
  • Previous experience with software such as:  ConnectWise and LabTech, a plus

Key Areas of Proficiency

  • Supporting companies from 10-50 Users
  • Windows Server
  • LAN/WAN/VPN
  • Routers/Switches/Firewalls
  • Active Directory
  • Exchange
  • Wireless