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HelpDesk Technician in Richmond, VA at Vaco

Date Posted: 10/5/2018

Job Snapshot

Job Description

***NO THIRD PARTIES - U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time***

Vaco is looking for a highly motivated Support Specialist to join a fast-growing team in the Richmond area! The ideal candidate will have 3-4+ years of experience in Technical Support.
  • Perform advanced technical troubleshooting, primarily for software, to include registry edits, application errors, command line, OS errors, and hardware failure identification
  • Troubleshoot scanners, network printers, label writers and other equipment which may involve installing updated device drivers and software via remote access
  • Install approved software as needed
  • Configure user accounts for various system applications
  • Provide technical support for Desktop Systems Support team as needed
  • Provide customer service support and incident resolution for providers, vendors, consultants, and contractors
  • Route/assign ChangeGear tickets and tasks as appropriate
  • Maintain documented logs on all work performed and processed
  • Meet deadlines and works under pressure in a fast-paced organization
  • Adhere to and ensure compliance for IS Security standards, including VITA Sec501 Information Standard
  • Communicate effectively, internally and externally, and escalate issues when needed
  • Communicate and work with VCUH to resolve issues
  • Model and provide excellent customer service for employees and providers
  • Respond positively to change
  • Ability to learn and collaborate with each departmental area
  • Perform On-call duties, as needed
  • Other duties assigned


  • Experience with the configuration/migration of ticketing systems
  • Ability to communicate technical information, written and verbally, to non-technical employees
  • Critical thinking skills
  • Ability to manage a large workload
  • Ability to work well in a team environment
  • Ability to work flexible schedule to meet business needs
  • Ability to communicate effectively to all levels of the organization
  • Ability to provide users and providers with outstanding customer service at all times
  • Ability to multi-task
  • Basic experience with Active Directory
  • Experience with Microsoft Office products and SharePoint
  • Experience with submitting trouble requests and follow-up
  • Ability to troubleshoot operating system and application issues which may require expert technical abilities
  • Ability to learn and support new systems and applications
  • Extensive knowledge or application and OS support
  • Knowledge of trouble-shooting computer hardware
  • Attention to detail with strong organizational skills
  • Experience with remote administrations
  • Experience with Windows 7 & Windows 10 Operating Systems
  • Experience with troubleshooting technical issues remotely


  • 4 years of experience in technical support, Healthcare Industry experience is a plus
  • Technical certification a plus


  • Bachelor's degree in the Information Systems field is preferred
  • Advanced trouble-shooting experience
***NO THIRD PARTIES - U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time***