Job Description :
Tech Support 

Richmond, VA

2 Years

Interview: F2F

The ideal candidate has one to two or more years of progressive experience whether it be from school projects, internships, or on the job. They clearly demonstrate passion for technology and are eager to further develop their skills and experience. This person should have clear examples of how they have aimed to develop their technical experience in their previous/current jobs and in their free time.

Work Tasks and Duties:
Maintain consistent laptop, desktop, and software standards
Monitor the service desk ticketing queue, prioritize problems, and escalate tasks in adherence to department SLA’s
Handle Tier 1 end user support tickets, including, but not limited to, troubleshooting general computing issues, and troubleshooting our in-house election and registration system.                  
Continue personal development and education to remain informed of current industry development and technologies
Follow department procedures and protocols for troubleshooting and resolving issues
Collaborate with other members of the IS team to resolve issues
Build and maintain positive relationships with ELECT end users
Ensure complete and accurate documentation for each ticket worked.

Required Knowledge, Skills, and Abilities:
Ability to communicate effectively with technical and non-technical personnel and to troubleshoot problems in a logical and systematic manner.  
Ability to communicate with excellent interpersonal, customer service, verbal, and technical writing skills.
Ability to achieve deadline driven priorities is essential.  
Ability to collaborate and work in a team environment; exhibit professional initiative and self-direction.
Ability and willingness to document knowledge and share with others is required.  
Technical aptitude to support strategic thinking, communication, and teamwork across multiple IT disciplines, such as networking, system administration, and application development.