Helpdesk Technician with Keystone Edge (must) ticketing, remote control, troubleshooting and networking experience

Job ID: VA-641251 (93791207)

Helpdesk Technician with Keystone Edge (must) ticketing, remote control, troubleshooting and networking experience

Location: Richmond VA (DSS)
Duration: 12 months
Positions: 2 (2/4)
*local candidates strongly preferred
*candidates will telework now (after coming to office to pick up laptop). Once restrictions are lifted, candidates will be required to work onsite daily M-F 8-5pm, NO exceptions

Skill Required / Desired Amount of Experience Expertise Rating
Keystone Edge Required 2 Years
Proven experience as a help desk technician or other customer support role Required 8 Years
Tech savvy with working knowledge of office automation products, databases and remote control Required 8 Years
Ability to diagnose and resolve basic technical issues Required 8 Years
Proficiency in English with excellent communication skills Required 8 Years

Help Desk Technician supporting 1800 state staff and extended local support for a total of 10,000 FTEs. Use the Keystone Edge ticketing system to assist customers with incidents and requests.

A – Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person, over the phone, or through email. Write training manuals. Train computer users. Maintain daily performance of computer systems. Respond to email messages for customers seeking help. Ask questions to determine nature of problem. Walk customer through problem-solving process. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Install computer peripherals for users. Follow up with customers to ensure issue has been resolved. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur. Serve as the first point of contact for customers seeking technical assistance over the phone or email. Determine the best solution based on the issue and details provided by customers.
B- Customer Service – Provide fast and useful technical assistance on computer systems. Answer queries on basic technical issues and offer advice to solve them. Have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the agency reputation and business



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