Tier 1 Systems Support Specialist
| Company | Groundworks |
|---|---|
| Location | Virginia Beach, VA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Associates degree or technical certificate in Computer Science or related field with 0-3 years of experience; or relevant and equivalent IS or technical experience of minimum of 3+ years.
- Vendor specific certifications or industry recognized certifications such as CompTIA A+ considered a plus.
Responsibilities
- Provides ongoing technical support for office-based, remote, and field users.
- Receives and responds to issues via the help desk ticketing system.
- Provides support for the deployment and troubleshooting of desktop, laptop, mobile devices, operating systems, and applications supported by the IT team.
- Interviews users to collect information and leads users through diagnostic procedures to determine the source of error.
- Prioritizes customer requests to ensure that inquiries are resolved appropriately and applies the escalation process when necessary.
- Prioritizes incident recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to appropriate staff.
- Coordinates and performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Performs user account management activities, including creation and termination of user accounts.
- Generates various reports and files departmental documents as required.
- Coordinates with vendors regarding software and hardware support issues.
Preferred Qualifications
- Vendor specific certifications or industry recognized certifications such as CompTIA A+ considered a plus.