SERVICE DESK TECHNICIAN (Temporary)

Position Summary

Branch is looking for a tech-savvy Service Desk Technician to assist with providing technical support services to the internal staff of a large construction firm in Virginia and North Carolina!

This position will be responsible for providing technical assistance with computer systems, hardware, and software. This employee-owner will help customers install our products, troubleshoot hardware issues, and offer general help desk support to walk them through any problems. Experience with both LAN and WAN networks is desirable in this position.

This position will be on-site in Richmond, VA. It will start as temporary with a potential to extend to full-time depending on business needs. 

Duties/Responsibilities

• Respond to inquiries directed to the IT department from telephone, email, or in-person contact by internal company employees (office staff and field staff)
• Process incoming help desk requests through the department’s trouble ticket system and assign tasks to self or other technicians as directed by workflow demands and subject matter experts.
• Responsible for provisioning laptops, iPads, and peripheral devices
• Train users individually or in groups on basic, intermediate and advanced features of Office suite, web-based, mobile and other applications
• Troubleshoot and resolve problems with hardware, printers, software and internet connectivity for individual user machines as well as for mobile devices.

Duties/Responsibilities Cont.

• Support T2 team in project resources and regional office maintenance as required as needed.
• Liaison with department leaders to schedule system upgrades and equipment replacement
• Responsible for onboarding new employees as submitted through our workflow system (deploy hardware, confirm account and license information, coordinate hardware delivery)
• Communication with customers keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.
• Use remote management software to log into client PC’s and resolve service requests/incidents/problems
• Perform initial fault finding and basic troubleshooting of both incidents and problems

Qualifications

Required Qualifications:

• At least two years of prior help desk experience in a mid-size business
• Ability to troubleshoot Windows desktop operating systems
• Knowledge of Microsoft 365 suite (OneDrive, Excel, Outlook, PowerPoint)
• Familiarity with teleconferencing technologies (WebEx, MS Teams, Zoom.)
• Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)
• Working knowledge of LAN/WAN environments

Preferred Qualifications:

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Cisco CCNA
• BA or BS in Computer Science or related education
• Knowledge of PowerShell scripting
• SharePoint Online and Microsoft Azure skills
• Experience with Apple Mac Desktop OS

Competencies

Travel

Travel is to and from business offices.

Supervisory Responsibility

No Direct Reports 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk, listen, and speak clearly on the telephone. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must also be able to lift and carry up to 50 pounds.

Position Type/Expected Hours of Work

Typical office days and hours are Monday through Friday, 8:00 a.m. to 5 p.m.

AAP/EEO Statement

It has been and will continue to be a fundamental policy of the Company not to discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or status as a veteran, or any other basis protected by applicable federal, state or local law, with respect to recruitment, hiring, training, promotion, and other terms and condition of employment

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.