Technical Support 2

Job Title: Technical Support 2
Location: Roanoke/Salem, VA
Duration: 6-12+ months Contract (High possibility of extension)

Job Description:
Position Summary:
Position will primarily focus working with field staff with new technology and support of devices. Work with staff to be innovative with technology to perform daily job functions.

• Roles & Responsibilities:
• Extensive skill in the use of Microsoft Desktop products including but not limited to Windows, SharePoint, MS Office Suite and MS Teams.
• Skill in troubleshooting tools and managing and administering desktop and laptop computers as well as wireless devices.
• Ability to communicate effectively verbally and in writing with individuals and groups.
• Experience working with help request tracking and reporting tools.
• Strong Customer Service skills that include a customer first attitude.
• Position is responsible for agency-specific end user support throughout Salem District.
• Provides troubleshooting, problem management and escalation of issues to resolve and communicate resolution to customer concerns in a timely manner.
• Troubleshoot hardware and software issues.

Skills:

• Extensive skill with use of Microsoft Desktop products including but not limited to Windows, SharePoint, MS Office, Office 365 and MS Teams - Required
• Skill in troubleshooting tools and managing desktop and laptop computers as well as wireless devices - Required
• Ability to communicate effectively verbally and in writing with individuals and groups - Required
• Experience working with help desk request tracking and reporting tools - Required
• Strong Customer Service skills that include a "customer first" attitude - Required
• Provide computer training for field staff - Desired
• Knowledge of computer/mobile device applications and how they operate in an enterprise environment. - Desired
• Experience with creating training documentation. - Nice to have