Respond to and resolve staff technology problems and fulfill service requests
Create and Maintain documentation regarding standard processes
Responsible for following standard processes and procedures
Provide support for miscellaneous VEIC activities to accomplish organizational goals and objects (ex. Staff meetings, survey initiatives, etc)
Manages daily work independently and project work with input from Manager, Information Technology
Supervise subcontractors working on infrastructure efforts
Provide guidance to junior staff members regarding following process and procedures
Train/mentor junior staff members on technical requirements
Provide staff wide training/brown bags/new employee orientation
Identify widespread problems or trends in tickets
Participates in in new technology rollouts
Communicate minor outages (printers etc) using standard language/templates
May provide specialized administrative support of VEIC IT technologies or processes
May be responsible for supporting a remote office location
Provides support to the activities of VEIC as necessary to accomplish organizational goals and objectives.
Other duties as assigned.

Strong personal commitment to the mission, vision, goals and values of VEIC.
Two years’ experience in providing desktop support services in a professional environment, or a similar combination of education and experience from which comparable knowledge and skills were acquired.
Excellent oral communication skills and proven dedication to customer service. Must have a desire to continue to learn about computers and network support and repair.
Moderate written communication skills.
Ability to work well in a collaborative team environment.
Working understanding of Microsoft’s Windows Operating Systems and Microsoft’s Office Application Suite.
A working knowledge of computer hardware setup and the ability to do basic hardware repair and upgrades.
Working understanding of operating system deployment, document management, and incident management technologies.
A working knowledge of peripheral equipment setup and/or maintenance including printers, copier, IP phones, cell phones, audio and video equipment, and digital cameras.
Strong analytical and problem-solving skills.
Comfortable with training and education of end staff.
All positions at VEIC are subject to criminal background checks. This screening is conducted in compliance with applicable laws and is a standard part of our hiring process to ensure the safety and security of our employees, clients, and contractual obligations.

Helpdesk Support Specialist

Key skills