Help Desk Specialist
(On-site M-F)

Contract-to-Hire
Permanent residents only; no c2c

TECHEAD is looking for a Help Desk Specialist to support our client in Virginia Beach, VA. They will provide telephone-based support to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving inbound calls, walk-in and email requests. Problem resolution may involve the use of diagnostic and ticket tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities:

• Primary responsibility is user support and customer service. Ensuring timely

updates and complete information are provided to all concerned parties.

• Be present and visible in the Service Desk area and available to users requiring

technical assistance.

• Build rapport and elicit problem details from Service Desk customers.
• Responsible for answering inbound telephone, walk-in and email requests from

users.

• Perform first level troubleshooting and resolution of simple problems related to

passwords, security, email, printing, workstation operating systems.

• Identify and learn appropriate software and hardware used and supported by the

organization,

• Document all pertinent end user identification information, including name,

department, contact information, and nature of problem or issue.

• Accurately log all request & solutions by recording, tracking, and documenting

the problem-solving process, including successful and unsuccessful decisions
made, and actions taken through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting. Test fixes to ensure problem

has been adequately resolved.

• Provide prompt, courteous resolution of end user incident and service requests.

problems.

• Determine severity of problem resolution and assign to appropriate technical

staff.

• Escalate issues to the next level of technical support when appropriate.
• Serve as liaison between technical staff and clients to resolve basic problems

and concerns.

• Follow-up with customers and team members. Ensure all parties are satisfied

with the solution.

Education/Experience:

• Minimum of one year of IT support experience
• Technical degree highly desired
• Phone or remote technical support experience.
• Experience with Windows 10, MAC OS, and Microsoft Office 365.
• Experience working with Malware, Adware, and Virus diagnostic utilities.
• Experience working with VPN, Remote Desktop, Active Directory, Virtual

Desktop and Outlook.

• Exceptional documenting, written and oral communication skills needed.
• Friendly enthusiastic presence with a helpful attitude, and the ability to work well

with others.

• Must be able to learn, understand, apply and retain information quickly as well as

new technologies.

• Initiative and eagerness to tackle all issues/problems reported to the Service Desk.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Certifications Desired:

• Microsoft Certified Professional (MCP)
• Industry standard Service Desk certification: HDI Support Center Analyst

Job Types: Full-time, Contract

Pay: $17.00 - $19.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• No weekends

Ability to commute/relocate:

• Virginia Beach, VA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT support: 1 year (Required)
• MAC OS: 1 year (Required)
• Microsoft Office 365: 1 year (Preferred)
• VPN: 1 year (Preferred)
• Active Directory: 1 year (Preferred)
• Virtual Desktop: 1 year (Required)
• Remote Desktop: 1 year (Required)

Work Location: One location