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Advanced Technical Support Engineer

2 months ago

Charlottesville, Virginia, United States Commonwealth of Virginia Full time
Position Overview

The Senior IT Support Specialist is responsible for executing general maintenance duties, diagnosing, and repairing computer systems and peripherals within the organization. This role requires proficiency in both basic and advanced PC troubleshooting and problem resolution. The specialist will address intricate issues related to network LAN and/or mainframe systems with minimal supervision.

Key Responsibilities
  • Hardware and Software Repairs: Conduct repairs on computer hardware, operating systems, software, and associated peripheral devices, adhering to established standards for efficiency and quality. Aim to resolve 80% of all service requests within 8 business hours.
  • Escalation Procedures: For issues that cannot be resolved within the stipulated time frame, escalate to management for further assistance.
  • Ticket Management: Ensure that the ticketing system is accurately updated with relevant information regarding problem tickets, assets, and other data encountered during maintenance and troubleshooting activities.
  • Knowledge Enhancement: Continuously improve knowledge of the desktop environment and stay informed about organizational policies, procedures, and initiatives.
  • Effective Communication: Maintain appropriate communication with both customers and technical staff to ensure clarity and understanding.
  • Safety Compliance: Adhere to safety protocols while driving to prevent injuries or damage to vehicles.
  • Additional Duties: Be prepared to undertake other responsibilities as assigned.
Minimum Qualifications

Education: High School Diploma required
Experience: A minimum of 7 years in a related field
Licensure: None required, but a valid Virginia Driver's License may be necessary.

Physical Requirements

This position primarily involves sedentary work with extensive use of desktop computers. Occasional travel may be required to attend meetings and programs.

Diversity Commitment

The Commonwealth of Virginia is committed to fostering a diverse workforce. We believe that diversity enhances excellence through the unique perspectives and experiences of every individual. We are an equal opportunity and affirmative action employer, and all qualified applicants will be considered for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.