Company:
Apollo Technology Solutions LLC
Location: Richmond
Closing Date: 04/12/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title: Technical Support Analyst
Location: Richmond, VA
Duration: 12 Months
Interview: Web Cam Interview Only
Type: Onsite role
Job Description:
The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.
Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent inter personal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment
Help Desk Tech Job Duties include:
Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.
Perform installation and troubleshooting of PC's, printers, iPhones and software.
Daily inspections of server room and data closets
Manage backup tape rotation and cases for offsite pickup
Perform network jack activation for correct VLAN
Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.
Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Required/Desired Skills:
Respond to and direct help desk tickets to other technicians for resolution
Installation and troubleshooting of PCs, printers, iPhones and software
Daily inspections of server room and data closets
Manage backup tape rotation and cases for offsite pickup
Some Previous experiencing supporting Active Directory, DNS,DHCP, group policy and VPN
Perform network jack activation for correct VLAN
Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.
Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools.
Strong presence, professional image, and ability to deal confidently with technical matters.
Excellent verbal and written communications skills.
Highly motivated, self-sufficient and able to work well independently
Location: Richmond, VA
Duration: 12 Months
Interview: Web Cam Interview Only
Type: Onsite role
Job Description:
The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.
Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent inter personal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment
Help Desk Tech Job Duties include:
Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.
Perform installation and troubleshooting of PC's, printers, iPhones and software.
Daily inspections of server room and data closets
Manage backup tape rotation and cases for offsite pickup
Perform network jack activation for correct VLAN
Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.
Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Required/Desired Skills:
Respond to and direct help desk tickets to other technicians for resolution
Installation and troubleshooting of PCs, printers, iPhones and software
Daily inspections of server room and data closets
Manage backup tape rotation and cases for offsite pickup
Some Previous experiencing supporting Active Directory, DNS,DHCP, group policy and VPN
Perform network jack activation for correct VLAN
Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.
Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools.
Strong presence, professional image, and ability to deal confidently with technical matters.
Excellent verbal and written communications skills.
Highly motivated, self-sufficient and able to work well independently
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