IT Help Desk Technician

3 weeks ago


Glen Allen, United States BankTalent HQ Full time

The VBA and subsidiaries are looking for an IT help desk technician to assist our users with questions and problems concerning computer systems, hardware, and software. The technician will work with users remotely and in-person, guiding them through system configuration and troubleshooting while aiming to resolve the issues with efficiency.
Successful candidates must have good technical knowledge and excellent problem-solving skills. Successful candidates should also possess outstanding communication and customer service skills.
Duties and Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer step-by-step through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and/or problems and the resolution of the event/problem using ticketing system
  • Follow-up and update both end user and senior IT staff with status
  • Gain feedback or suggestions from customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Assist senior IT staff with technology projects

Required Skills/Abilities:

  • A strong working knowledge of computer systems, hardware, and software
  • Good problem-solving, analytical, and team-working skills
  • Excellent communication and interpersonal skills
  • Patient, friendly demeanor with a great attitude for listening
  • Eagerness to learn new technologies and systems

Education and Experience:

  • Associate or bachelor's degree in computer science or related field
  • 2 - 3 years of experience in a corporate IT Helpdesk or support role
  • Experience configuring and troubleshooting OS and software issues
  • Experience working with computer and printer hardware
  • Experience using/troubleshooting Microsoft Office Suite (Word/Excel/PowerPoint), Outlook, Share Point, Microsoft Teams, and Adobe
  • Knowledge of Windows based operating systems, including Windows 11 is required
Schedule and Availability Requirements:
  • 25 hours per week
Travel Requirement:
  • Occasional travel

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Ability to lift thirty-five (35) pounds.
In-office Requirement: Hybrid
Licenses:
  • Microsoft role-based certifications are a plus
    Dell, Adobe, and/or any other IT related certifications and/or licenses are also valued

The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.


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