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Technical Support Specialist

2 months ago

Richmond, Virginia, United States TEKsystems Full time
Job Overview

Essential Skills Required:

1.) Experience in Desktop Support within a Windows 7 or 10 environment, adept at resolving typical workstation challenges, providing remote assistance, and addressing IT troubleshooting inquiries.

2.) Possession of Secret Clearance and Security+ CE certification.

3.) Demonstrated history of excellent customer service paired with strong communication abilities.

Role Responsibilities:

Deliver technical assistance and problem-solving for network, desktop, and systems hardware and software. Evaluate, refer, and diagnose internal queries and work requests concerning the upkeep of personal computers and associated systems. Execute installation, configuration, and upgrades of computer hardware and software. Offer end-user software troubleshooting and support. Utilize advanced diagnostic methods to pinpoint issues, explore underlying causes, and propose solutions. Facilitate troubleshooting and support services. Engage in the management of email systems. Provide telephonic and help-desk support for both local and remote users. Mentor and guide less-experienced technicians. Stay updated on relevant technologies as assigned. Participate in special projects as necessary.

Daily Responsibilities Include:

  • Image, test, and deploy PCs and accessories for distribution to end users.
  • Troubleshoot hardware/software issues and failures related to laptops, desktops, and peripherals. Conduct PC part replacements including RAM, HDD, M.2, PCIe cards, and other components as required. Execute complete data recovery tasks from PCs that are non-bootable.
  • Provide remote desktop support as necessary. Document device OEM information and agency tracking details. Update notes and resolve assigned tickets.
  • Collaborate with third-party support vendors for warranty repairs. Dispose of data storage devices in accordance with agency policy. Carry out all PC Life Cycle replacement tasks, including identification, scheduling, data/application migration, inventory management, and decommissioning.

Experience Level: Entry Level