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IT Help Desk Specialist I
4 months ago
Job Type
Full-time
Description
Who we are:
VBG (Veteran Benefits Guide) was founded by a former United States Marine with the goal of ensuring that Veterans receive the correct disability benefits in a timely manner. Since it was founded, VBG has helped more than 35,000 Veterans with their VA (Veteran Affairs) disability claims. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, Veteran Benefits Guide is committed to advocating for policies that protect the rights and interests of former servicemembers. ?
Summary:
At VBG, the IT Support Specialist I plays a pivotal role in delivering technical assistance to both internal teams and clients. We seek an individual with a foundational understanding of handling technical support tickets, providing exceptional customer service, and a genuine passion for technology. This role serves as an ideal starting point for individuals aspiring to embark on their IT career journey.
Requirements
Basic Function/Responsibilities:
- Address technical issues reported by employees through work tickets, phone calls, or direct interactions.
- Ensure timely follow-up on pending requests, meticulously documenting steps taken and resolving work tickets efficiently.
- Manage installation, removal, and repair of sanctioned software, printer drivers, and utilities within the organization.
- Configure and troubleshoot Outlook 365 email clients and other essential office software.
- Facilitate synchronization of cloud-based data with local devices.
- Exhibit strong teamwork, attention to detail, and a proactive approach in addressing client and user needs daily.
- Operate with minimal oversight, independently solving problems while seeking guidance or collaborating with IT leadership as necessary.
- Proficiency in Windows 10 & 11 Professional, Office 365 suite, and MacOS.
- Familiarity with Adobe Creative Cloud Suite, Softphone applications (e.g., RingCentral), and CRM systems.
- Understanding scripting and basic software development principles.
- Knowledgeable in troubleshooting Windows and Mac PC hardware, peripheral devices, printers, and select mobile devices (iOS, Android).
- Experience in creating technical and IT operational documentation.
- Skills in hardware and software troubleshooting, basic network issue resolution, and error-state remediation.
- Ability to communicate technical concepts clearly to diverse audiences.
- Knowledge of HIPAA compliance and US data protection standards.
- Strong written and verbal communication skills, proficient in customer service, computer software, and online research.
- Technical or college degree is preferred.
- 1-2+ years of experience in technical support is desirable.
