Virginia Staffing
Job Title
Manage incoming support calls in accordance with established service levels and best practices. Utilize and contribute to the internal knowledge base for consistent issue resolution. Regularly update training materials and documentation to reflect new knowledge and procedures. Review and implement new processes; ensure Service Desk staff are trained accordingly. Strive to meet key performance metrics: First Call Resolution: 80% or higher, Average Wait Time: under 20 seconds, Average Call Duration: 10 minutes or less. Collaborate with the Desktop Services team to manage corporate desktops following IS best practices. Participate in the research, testing, and deployment of operating system and application patches. Support and maintain PC hardware, software, printers, copiers, and projectors. Provide support for mobile devices, including iPhones, Android devices, hotspots, and iPads. Deliver first-level support for desktop systems and applications. Monitor and act on dispatched Service Desk tickets. Escalate unresolved issues to the Supervisor per established procedures and timelines. Communicate effectively with users, ensuring timely and professional responses. Use strong interpersonal skills to extract technical details from non-technical users. Assist with special projects and initiatives as assigned. Provide backup support for other IT functions as needed. Minimum Qualifications
Education: High School Diploma or equivalent. Experience: 24 years of Service Desk or Help Desk experience. 1 year of desktop administration experience. Required Skills
Strong understanding of Service Desk operations and best practices. Proficient in troubleshooting desktop and laptop hardware. Familiarity with printers, copiers, and fax machines. Excellent communication and customer service skills. Proficiency in Microsoft Office applications. Basic knowledge of mobile devices (iPhone, Android). Familiarity with Unified Communications tools (e.g., Jabber, WebEx). Basic understanding of Microsoft networking. Strong analytical and problem-solving abilities. Preferred Qualifications
Microsoft Certified Desktop Support Technician (MCDST) or equivalent experience. CompTIA A+ certification or equivalent experience.
Manage incoming support calls in accordance with established service levels and best practices. Utilize and contribute to the internal knowledge base for consistent issue resolution. Regularly update training materials and documentation to reflect new knowledge and procedures. Review and implement new processes; ensure Service Desk staff are trained accordingly. Strive to meet key performance metrics: First Call Resolution: 80% or higher, Average Wait Time: under 20 seconds, Average Call Duration: 10 minutes or less. Collaborate with the Desktop Services team to manage corporate desktops following IS best practices. Participate in the research, testing, and deployment of operating system and application patches. Support and maintain PC hardware, software, printers, copiers, and projectors. Provide support for mobile devices, including iPhones, Android devices, hotspots, and iPads. Deliver first-level support for desktop systems and applications. Monitor and act on dispatched Service Desk tickets. Escalate unresolved issues to the Supervisor per established procedures and timelines. Communicate effectively with users, ensuring timely and professional responses. Use strong interpersonal skills to extract technical details from non-technical users. Assist with special projects and initiatives as assigned. Provide backup support for other IT functions as needed. Minimum Qualifications
Education: High School Diploma or equivalent. Experience: 24 years of Service Desk or Help Desk experience. 1 year of desktop administration experience. Required Skills
Strong understanding of Service Desk operations and best practices. Proficient in troubleshooting desktop and laptop hardware. Familiarity with printers, copiers, and fax machines. Excellent communication and customer service skills. Proficiency in Microsoft Office applications. Basic knowledge of mobile devices (iPhone, Android). Familiarity with Unified Communications tools (e.g., Jabber, WebEx). Basic understanding of Microsoft networking. Strong analytical and problem-solving abilities. Preferred Qualifications
Microsoft Certified Desktop Support Technician (MCDST) or equivalent experience. CompTIA A+ certification or equivalent experience.