Job description

Our Norfolk client is seeking a Helpdesk Technician for a Contract-Hire opportunity. The technician will assist end users with any issues involving their computer hardware, communications software, or computer applications.

Responsibilities:

• Serve as the primary contact for resolving all helpdesk tickets while providing excellent customer support to end users
• We will respond to requests for technical assistance in person, over the phone, or electronically
• Provide first (1st) level support for the staff including research, resolution of technical problems, and inquiries pertaining to IT equipment and peripherals
• Performs installation, configuration, maintenance, testing, and troubleshooting tasks in support of staff and contractors as needed
• Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operating systems, applications, and office systems
• Develop and maintain desktop support procedures and prepare end-user documentation
• Provide Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory, and labeling
• Diagnose and resolve customer-related hardware/software issues utilizing the Worx Hub ticketing system
• Coordinate repair of hardware covered by third-party vendor maintenance agreements and may include performing minor repairs of hardware not covered under the agreement
• Track and document all system changes, problems, issues, and work tasks within Worx Hub
• Setup of newly procured endpoints to include desktops, laptops, printers, and mobile devices
• Occasionally unpack/move & install IT equipment
• Train users in technical aspects of systems and business processes
• Troubleshoot many different systems i.e.: SARA Pullcords, Salient Security Systems, Fortinet VPN, Salto Access Control, MatrixCare and Mitel Phone System
• Perform other job-related duties as assigned

Qualifications and Experience:

• Bachelor’s degree in information technology required.
• 3-5 Years of related experience may be substituted in lieu of educational qualifications or a related certification.
• Prior experience as an IT Helpdesk Technician (Tier 1, 2, or 3). Experience in conducting routine system administration tasks and logging data in system administration logs.
• Experience with hardware, software, and cloud systems management
• Certification in Network+ and A+ strongly preferred

Job Type: Full-time

Experience level:

• 3 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Norfolk, VA 23510: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have an A+ or Network+ certification?

Experience:

• Help desk: 3 years (Preferred)

Work Location: In person

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