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Systems Support Specialist 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***


  • Must be able to correct any level 1 support issue with no help, resolve any level 2 support issue with little to no help from other level 2 team members, and should be able to gather information and provide basic troubleshooting support for level 3 support issues. These support levels will be clearly defined and explained to the Support Specialist.
  • Must have the ability to document work via ticketing system or by creating documentation via word text file etc. Must also be able to provide step-by-step directions for everyday issues that can be easily followed if given to any end user.
  • Email (Exchange 2016), Ticketing (Zendesk), PC Imaging (SCCM), Software Deployment (SCCM), Network Monitoring (Solarwinds), Servers (Windows Server 2008,2012) with services such as DNS, DHCP, Active Directory, Group Policy, Terminal Services, and Print Services. Documentation Systems (CMS, Wiki, etc.), Networking infrastructure (Cisco Routers, Cisco Wireless Access Points), Computer and Server hardware (HP Equipment).
  • Must be able handle incoming support requests in an organized and timely manner, while adhering to any determined and agreed upon SLA's.
  • Must be able to leverage user wants with user needs and provide cost effective solutions. Have the mindset to track and keep records of all purchases and add all items to Zendesk, or some other form of asset management.
  • Must be able to install, configure, and repair on both Mac and PC. Knowledgeable in the use and support of all MS Office programs including (but not limited to): Access, Excel, OneDrive, OneNote, Outlook, PowerPoint, Publisher, Skype for Business, and Word. Must understand everyday use of Outlook's inbox, calendar, and contacts management.
  • Basic knowledge of utilizing remote control apps such as Dameware, RDP, ARD, VNC, and Skype for Business. Must know how to use these apps and how other end user apps relate/communicate to them.
  • Must know best practices for malware, virus, ransomware, etc. quarantine and removal.
  • Be able to install/remove network and local printers to client machines as well as servers, and perform daily operation and basic troubleshooting maintenance.
  • Must have an understanding of multimedia tools used by the organization including the audio and video teleconferencing systems.
  • Understanding definition and function of VPN and how to install, repair, login etc.
  • Must know best practices for migrating user data from one machine to another.
  • Intermediate knowledge of various models including basic procedures as to how to configure email, connect to Wi-Fi, etc. Support MDM enrollment of devices as well.
  • Create, modify, disable user accounts, email accounts etc. Process simple request such as password resets, account lockouts, etc.
  • Must have a clean driving record. Be willing to go on "day" trips to quarries, sales offices etc. Must be able to resolve Level 1 and Level 2 issues at locations with little guidance.
  • Most all tasks listed in Section 1 will take place in field and expectations of this team member is to be in the field 50% of their time, collecting any info needed to improve systems so we can be more proactive than reactive.
  • Manage and assist in the installation of new hardware and software by ensuring that the proper components are purchased and the installation is coordinated with the appropriate business unit and IT associates. This includes replacement components and upgraded software, as well new locations and current relocations.

  • Responsible for asking key field associates defined set of questions to ensure that IT is meeting the user's expectations, and communicates the results with the rest of the Information Technology department.

  • Responsible for establishing and maintaining a schedule of remote location site visits to ensure that IT system needs are being addressed.

***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***