Technical Support Services(VA)

Job Summary
We are seeking a dedicated Technical Support Services professional to provide comprehensive IT support to our organization. The ideal candidate will assist users with technical issues, manage computer systems, and ensure the smooth operation of our IT infrastructure. This role requires strong communication skills, problem-solving abilities, and expertise in various operating systems and network environments. The position offers an opportunity to work in a dynamic environment supporting a wide range of hardware and software solutions.

Duties

• Provide technical support and troubleshooting for desktop and laptop computers across multiple operating systems including Windows, macOS, and Linux.
• Assist users with software issues related to Microsoft Office, BMC Remedy, ServiceNow, Jira, and other enterprise applications.
• Manage computer hardware, peripherals, and network devices such as LANs, VPNs, firewalls, and switches.
• Configure and support IT infrastructure components including servers, operating systems, and network configurations.
• Resolve software problems related to operating systems, applications, and network connectivity issues.
• Support help desk operations by logging incidents and service requests using ticketing tools like BMC Remedy and ServiceNow.
• Maintain documentation of technical procedures and user guides to facilitate efficient support.
• Collaborate with IT teams to implement system updates, patches, and security measures ensuring optimal system performance.
• Assist in setting up new hardware/software deployments and upgrades for end-users.
• Communicate effectively with users at all levels to provide exceptional customer service and technical assistance.

Requirements

• Proven experience in technical support or desktop support roles with a strong understanding of computer management and troubleshooting.
• Proficiency in operating systems including Windows, macOS, and Linux environments.
• Hands-on experience with Microsoft Office suite, network configurations (LAN), VPNs, firewalls, and basic network troubleshooting.
• Knowledge of IT support tools such as ServiceNow, Jira, BMC Remedy, Help Desk software, and ticket management systems.
• Familiarity with computer hardware components and general IT infrastructure management.
• Ability to troubleshoot software issues related to firewalls, VPNs, operating systems, or hardware failures.
• Excellent communication skills with a focus on customer service excellence.
• Strong problem-solving skills with the ability to work independently or as part of a team.
• Relevant certifications such as CompTIA A , Network , or Microsoft Certified Solutions Associate (MCSA) are preferred but not required. This position is integral to maintaining our organization's technological efficiency by delivering high-quality technical support services across all departments.

Technical Support Services means the functions associated with the fulfillment of Service Requests and Resolution of Incidents through Level 2 support coordination, including onsite, deskside, diagnosis and break-fix of Supported Hardware (listed in “Hardware List” section). The Technical Support Services provided by the Supplier include the functions identified as Supplier’s responsibility matrix outlined in MSA.
Supplier will also provide Hands & Feet support and Eye/Smart Hands Support (for Incident Resolution and Service Request fulfilment of Supported Hardware, Supported Software and applications) at customer’s Retail stores and other facilities listed in Section-3 of this SOW.
Supplier will assist End users in diagnosing and resolving Hardware and software related issues with their IT devices. Supplier technicians will perform tasks listed in MSA as well as the below tasks at customer sites:
1) Desk Side Support (Onsite Support),
2) IMACD Services,
3) Hands and Eyes/Feet support for Network Devices.

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Work Location: In person

Salary : $26 - $28