Job ID: VA-700145 (95091220)
Local/Oniste Desktop Support Engineer with Windows, SharePoint, Gmail, O365, Active Directory, GPO, networking, helpdesk, KSE, Ivanti, mobile/printer/tablet support experience
Location: Richmond, VA (VDOT)
Duration: 6 Months
Interview: In Person Only
* local candidates strongly preferred
Skills:
extensive skills and experience in desktop products including but not limited to Windows 10/11, SharePoint, Gmail, and MS Office 2016/O365Required3Years
Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networkingRequired3Years
Experience in working with help request tracking and reporting toolsRequired3Years
VDOT is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment. This position will renew on July 1, 2022 for FY23.
DUTIES AND RESPONSIBILITIES:
Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
Acts as a liaison between VDOT and VITA/SAIC to ensure the delivery of high performance IT support services
Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, mobile devices and printers
Provides management with recommendations for systems and process improvements
Troubleshoots software and hardware problems and enhances the level of direct services to field staff
Installs, maintains, and assists in testing and upgrading of new and existing hardware and software
Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
Creates job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, Gmail, and Office products
REQUIRED EXPERIENCE & SKILLS
Strong customer service skills with a Customer First attitude
Extensive skills and experience in desktop products including but not limited to Windows 10/11, SharePoint, Gmail, and MS Office 2016/O365
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices
Excellent research and investigative skills
Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
Experience in working with help request tracking and reporting tools
Knowledge of IT concepts and trends and new technologies
Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
Ability to communicate effectively orally and in writing with individuals and groups
Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)