Desktop/Helpdesk Engineer

  • location: Richmond, VA
  • type: Temp to Perm
  • salary: $16 - $33 per hour
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job description

Desktop/Helpdesk Engineer

job summary:
Looking for a Helpdesk/Desktop Support resource to help supplement the existing team as new projects are launching and they are growing into an even more robust IT department.

location: Richmond, Virginia
job type: Contract
salary: $16 - 33 per hour
work hours: 8am to 5pm
education: No Degree Required
User Interaction

  • Provide prompt professional service to all end user requests
  • Excellent Customer Service is our primary concern and responsibility
  • Helpdesk is the primary point of contact and representative of the IT deptt.
  • Helpdesk must maintain the highest standard of professionalism at all times.
Helpdesk Application

  • Monitor helpdesk application
  • Create Tickets for every single request (email, walk-up, phone)
  • Update tickets on a regular schedule
  • Follow up with assigned IT resource and the customer
  • Close all helpdesk tickets and confirm with the user that the issue is resolved
  • Report to management on each open ticket in the Helpdesk application
Level one support

  • Respond to user request for assistance
  • Answering Helpdesk phone
  • Monitoring helpdesk inbox - must respond within 10 minutes
  • Coverage for above when leaving the IT area
  • Obtain manager approval for all equipment or enhancement requests
  • Escalate and route ticket requests to appropriate IT resources
  • Follow up with each resource to ensure prompt resolution
  • Work with various customers and vendors
  • Assist with Desktop equipment and printer installation/take down and issues
  • 10 minutes SLA - swap desktops if a resolution cannot be found with 10 minutes

  • Create security sheet o Monitor New User /Termination requests
  • Complete new user workflow procedure for each new user
  • Create user folders to track user hires and terminations
  • Maintain Door Security and provide monthly reports

  • Maintain an accurate Inventory of all IT equipment
  • Receive deliveries - update inventory
  • Track items removed from inventory
  • RMA procedure
  • PO System
Documentation and Cross-training

  • Each of the above responsibilities requires detailed procedures written
  • Cross train another member of IT team for each responsibility
  • Cross train with Desktop on common issues
  • Vacation coverage - verify all responsibilities are covered during an absence

  • Helpdesk is also the central point of communication for the IT dept. as well as the users in general
  • Helpdesk handles notification to managers when IT personnel are out of office
  • Work with various vendors to get price quotes, report issues, and schedule service. Projects
  • Follow all project documentation requirements
  • Work with management on project prioritization Technical Requirements
  • Acquire technical certificate within one year.
  • Mac/IOS/ Windows experience a must
  • Minimum 2-3 years' experience in desktop/helpdesk.
  • Show proof of ability to work in a fast paced organized shop.
  • Preferably has worked supporting users in a corporate or larger environment before
  • Timely/early to work
  • Reliability
  • Customer service support experience a must.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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