IT Support Position

Fully Onsite in Richmond, VA

Role Summary: The IT Support Team supports users by resolving technical problems and building solutions that cover a multitude of technical disciplines. This position provides both first and second level IT support, designs and implements solutions related to end-user compute, and serves as a resource to other Business Process Information Technology teams. IT Support Team members work directly with internal customers and are the primary representatives of the IT department to internal customers.

• Additional Responsibilities: Provide first and second level support for a variety of hardware and software issues for 800+ users in the USA and Canada.
• Identify, research and resolve technical problems
• Support activities including problem recognition, research, isolation, resolution and follow-up with affected parties
• Document and record problem information gathering and resolution steps in a consistent and organized manner using the company's Service Now system.
• Perform IT operational and maintenance tasks, as assigned
• Participate in auditing and documenting hardware and software inventory
• Manage projects and other work, as assigned
• Prepare RFP's, bid proposals, contracts, scope of work reports, other documentation for IT projects and efforts
• Install necessary software for users to perform daily tasks (internal company software, Microsoft Office suite, etc.)
• Setup and Configure Voice software, Contact Center Software, Google Workspace Enterprise Account, and Smartphones.
• Troubleshoot VPN, Printers, MS Windows, third-party hardware and software, and virus removal.
• Research and make recommendations on products, services, protocols, and standards in support of IT procurement and development
• Deploy and administer technology solutions
• Collaborate with Global and other regional technology teams for solutions
• Core Required Skills and Competencies: Work experience demonstrating innovative solutions and the ability to multitask, high level of verbal and written communication skills, analytical skills, and team-player outlook.
• Highly motivated with the ability to work independently and as part of a team
• Ability to evaluate data, analyze, and problem solve.
• Very strong communication and collaborative skills. Must be able to communicate and interact effectively with individuals across departments and across all levels, from staff to senior management.
• Function Specific Required Skills and Competencies: Strong Knowledge of supporting Windows 10 and 11Laptops, IOS products, Android products, and Chromebooks.
• Working Knowledge of Google Workspace Enterprise or demonstrate a willingness to learn
• Experience with and understanding of networking, SD-Wan, IT Security, and modern IT Service Management.
• Some travel and flexibility in work hours is required.
• Ability to take part in on-call rotation is required.
• Required Minimum Years Experience: 2+ years of modern systems management
• 2+ years of application and cloud service management
• 3+ years of desktop and application IT Support
• 3+ years customer service experience in IT Support
• Required Minimum Education: Technical and/or College degree preferred