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Desktop Support Technician in Richmond, VA at Vaco

Date Posted: 4/12/2018

Job Snapshot

Job Description

**U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.**

Provide hardware, software, and telephony support as it relates to end users and applications. Install and configure end-user applications and desktop hardware, and assist with scheduled backups and maintenance. Assist in the configuration and tuning of current and new applications. Ensure compliance with software licensing and safeguarding of IT assets. Create and maintain process documentation. Provide detailed documentation of status, progress, and resolution in service requests. Provide professional and courteous customer support.


End User Support

  • Support all aspects of user account management
  • Build workstations for new users and schedule refreshes following standard procedures
  • Respond to and resolve desktop support related service requests based on severity level while providing high level customer service
  • Perform setup and installation of hardware, software, telecom and other computer-related equipment following standard procedures
  • Perform system rebuilds and upgrades as needed while minimizing user downtime
  • Effectively communicate in writing, in person, and over the phone with end users, peers, and management
  • Collaborate with other staff to facilitate incident and problem resolution
  • Troubleshoot, research, and resolve computer hardware and software problems
  • Provide technology support for on-site and local off-site meetings
  • Lead small scale projects and initiatives

Administration and Documentation

  • Log requests, problems and resolutions in request tracking system and proactively resolve and/or escalate while keeping customer actively informed
  • Maintain records in asset tracking system and Active Directory by making timely updates
  • Follow processes documented in the Quality Management System, suggest improvements in both processes & documentation, and update all pertinent documentation
  • Follow instructions documented in the team knowledge base, make suggestions for improvements, and update all pertinent documentation
  • Review results of quality audits and identify opportunities for self-improvement

Monitoring and Maintenance

  • Maintain operational availability of computer-related equipment and IT resources
  • Perform packaging and management for desktop software and patches
  • Perform limited server patch management

Network, Server and Application Support

  • Assist with developing and supporting user interface for SharePoint
  • Support development and use of incident, problem, and project management tools
  • Assist with planning and coordination of server and/or application upgrades
  • Assist with configuring and installing network devices
  • Assist with providing support and administration of enterprise telephony solution and supporting technologies


This level requires a two-year degree or equivalent experience.


  • Candidate must have a minimum of two years of demonstrated hardware and software troubleshooting experience.
  • Configuration and support of Cisco VoIP hardware and software
  • Knowledge of Windows 7/8/10 desktop operating system including operation and Troubleshooting
  • Install (adds, moves, changes), maintain and configure end-user hardware and software; including PCs, network printers, networked copiers, scanners and fax.


  • Participates in team-oriented and collaborative working environments
  • Possesses skills in data analysis, data verification and problem solving
  • Understands project management principles or possesses adequate project based work structures exposure
  • Demonstrates good listening, writing and interpersonal skills
  • Possesses adequate knowledge sharing skills
  • Utilizes good presentation skills
  • Capably communicates ideas in both technical and user friendly language
  • Prioritizes and executes tasks in a high energy, mission driven environment
  • Strong Customer Service background
**U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.**