Job ID: VA-619743(95390113)
Desktop support Engineer with defect tracking, Windows troubleshooting, MS Office and documentation experience
Location: Richmond VA (ELECT)
Duration: 12 months
Interview: In-person only (local Richmond candidates strongly preferred)
Skills Required:
Experience developing and maintaining user documentationRequired7Years
Experience documenting application defectsRequired7Years
Experience setting up and troubleshooting Windows desktop devices and peripheralsRequired7Years
Experience conducting in-person training of application useRequired7Years
Knowledge of Microsoft OfficeRequired7Years
Ability to create reports for consumption by agency managementRequired7Years
Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions and approaches to problemsRequired7Years
Ability to provide information analysis proactively and interactively with business staffRequired7Years
Possess good organizational and communication skillsRequired7Years
Training with Help Desk staff member on updated processes
* Monitoring ePlus’ ServiceWise system to determine if tickets are being escalated according to the vendor’s SLA agreement.
* Ability to quickly learn ELECT systems to provide Tier 1 Support
* Experience working with ticketing systems – i.e, managing ticket queues, escalating to appropriate workers
* Experience creating process documentation
* Experience with generating Help Desk metrics and reports for management
* Providing software/hardware tech support – e.g., software installations, configuring hardware, etc.
* Experience working with teleconference tools and MS Office
* Assisting with special projects – e.g., VITA initiatives
* Provide Help Desk support duties as assigned.