Technical Support Specialist III (1738)

SUMMARY: The Technical Support Specialist I will be a member of the VSE Corporate IT Help Desk team and is responsible for assisting the Sr. Manager, Service Desk to provide customer service support for VSE employees globally. This role is the first line of support for the Information Technology department and will be required to explain technical intricacies to employees for new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to and respect for a diverse employee population. The Service Desk Specialist I is obsessed with customer service and has ownership of the customer experience.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Provide basic troubleshooting and user assistance.
• Manage service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues.
• Configure, install, and support desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems.
• Diagnose and resolve hardware breakdowns - including workstations, laptops, printers, network hardware, voicemail, phone equipment, and communicate the remediation with status updates.
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to employees.
• Provide network and email account provisioning and deprovisioning administration.
• Create and maintain updated knowledge-based articles in the document repository and contributes to the service desk standard operating procedures and training documents.
• Document all employee requests and actions taken in the IT service desk ticketing system.
• Review ticketing system to ensure assigned tickets are being identified and issues effectively resolved in compliance with policies and service-level agreements.
• Assist employees with audio/visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls.
• Other duties as assigned.

MINIMUM REQUIREMENTS: 

• High School diploma or GED or relevant Specialized Technical Certifications in related field
• A minimum of 1 year of working experience troubleshooting computer hardware, laptops, desktops, mobile devices, and enterprise desktop applications.
• A minimum of 1 year of experience with Microsoft Active Directory user account administration.
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
• Demonstrated strong verbal and written communication skills.
• Willingness to participate in on-call rotation, and work flexible schedules, holidays, and weekends.

PREFERRED REQUIREMENTS:

• Associate’s degree in computer sciences, information technology, or related field.
• Information Technology Certification equivalent to a CompTIA ITF+, A+, Network +, Security +, or MCP.
• Working experience with setup, repair and modification of windows desktops and laptops, printers, and other peripherals.
• Technical support and service desk experience supporting windows and Apple systems.
• Action- oriented and self-motivated with the ability to improve the effectiveness, performance, and efficiency of the service desk support team.
• Ability to prioritize tasks and complete assignments within an estimated timeframe.
• Knowledge and experience of desktop and network management, software deployment and tracking tools.
• Strong knowledge of network printer installation, set up and troubleshooting.
• Knowledge of service desk ticketing system and general service desk operations.

OTHER: 

• Some travel required.
• The selected applicant will be subject to a background check and drug testing.

Equal Opportunity/Affirmative Action Employer. VSE considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status, or any other characteristic protected by law