Job description

SUMMARY: The Technical Support Specialist I is a customer service role providing support for VSE employees globally. The duties include customer service and support; account and access control management; hardware and software diagnosis; workstation setup and burn-in; repair of laptops, desktops, and network components.
Responds and follows-up on employee support issues provides timely and professional desktop support to all VSE employees. This role is the first line of support for the Information Technology department and will need to explain technical intricacies to employees in a way that is easily understood. Aptitude for new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to and respect for a diverse employee population. The Service Desk Specialist I is obsessed with customer service and has ownership of the customer experience.

DUTIES & RESPONSIBILITIES: Responsibilities include, but are not limited to:

• Manages service request calls via the ticketing system, telephone, remote access, and desk side visits to ensure courteous, timely, and effective resolution of employee issues.
• Configures, installs, and supports desktop computers, laptops, printers, monitors, peripherals, client-side applications, and operating systems.
• Diagnose and resolve hardware breakdowns - including workstations, laptops, printers, network hardware, voicemail, phone equipment, and communicate the remediation with status updates.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to employees.
• Provides network and email account provisioning and deprovisioning administration.
• Creates and maintains updated knowledge-based articles in the document repository and contributes to the service desk standard operating procedures and training documents.
• Documents all employee requests and actions taken in the IT service desk ticketing system.
• Reviews ticketing system to ensure assigned tickets are being identified and issues effectively resolved in compliance with policies and service-level agreements.
• Assist employees with audio/visual conferencing activities; this includes conference room setup and tear downs, maintenance and troubleshooting of AV equipment and schedules service calls.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• Associates Degree in Computer Sciences, Information Technology, or related major or equivalent years of work experience.
• 2 years of experience supporting current Microsoft desktop operating systems, Office 365 e-mail and office suite.
• 2 years of working experience troubleshooting computer hardware, laptops, desktops, mobile devices, and enterprise desktop applications.
• 2 years’ experience with Microsoft Active Directory user account administration.
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
• This position requires up to 10% travel on an annual basis.
• Demonstrated strong verbal and written communication skills.
• Willingness to participate in on-call rotation, and work flexible schedules, holidays, and weekends.

PREFERRED REQUIREMENTS:

• Information Technology Certification equivalent to a CompTIA ITF+, A+, Network +, Security +, or MCP.
• Working experience with setup, repair and modification of windows desktops and laptops, printers, and other peripherals.
• Technical support and service desk experience supporting windows and Apple systems.
• Action- oriented and self-motivated with the ability to improve the effectiveness, performance, and efficiency of the service desk support team.
• Ability to prioritize tasks and complete assignments within an estimated timeframe.
• Knowledge and experience of desktop and network management, software deployment and tracking tools.
• Strong knowledge of network printer installation, set up and troubleshooting.
• Knowledge of service desk ticketing system and general service desk operations.

OTHER:

• The selected applicant will be subject to a background check and drug testing.

VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

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