Service Desk Technician
AxelonVirginia Beach, VA, United States13 hours ago
Job type
- Full-time
Job descriptionRespond to incidents and service requests via BeyondTrust for calls and Jira ticketing systems. Troubleshoot hardware, software, and basic network issues for end-users. Provide remote support using company tools for remote desktop access. Log, categorize, and prioritize tickets accurately in the Jira ticketing system. Follow up on open tickets, ensuring timely resolution and user communication. Escalate complex issues to higher-level support or specialized teams. Use and contribute to the knowledge base, documenting solutions and procedures. Follow standard operating procedures (SOPs) for consistent service delivery. ssist with password resets, account provisioning, and access requests. Ensure compliance with security policies and data protection standards. ssist with pipeline, upcoming, and ongoing projects as requested 4+ years of technical support experience Very strong analytical problem solving and troubleshooting abilities Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment. bility to concisely document processes, procedures, issues, resolutions; strong writing skills required. Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user. Self-motivated, forward thinking. Able to multitask in a fast-paced environment; handle multiple issues / requests simultaneously; able to quickly re-adjust priorities on demand. Windows 11 end user support Microsoft O365 end user support Hardware support, troubleshooting and imaging (Dell and Mac laptops). Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP / IP subnetting, DHCP, routing & switching, VPN. Familiarity with Microsoft Active Directory (user & computer accounts, OU's, Group Policy) and EntraID. Printer support (both USB and network) - hardware, drivers, installation, print queue management, troubleshooting. Experience with Windows 11 OS Experience with JIRA Experience with Windows Server Experience with Microsoft Office O365 Experience with monitoring and remote management tools Experience with Dell laptops Experience with Apple OS Experience with Mac laptops CompTIA A+ (220-1101) CompTIA A+ (220-1102) CompTIA Net+
Position Overview :
Imaging support as the primary responsibility
- Start Date : ASAP (after onboarding is completed)
- Schedule : Full-time, 40 hours per week
- Duration : Through the end of the year
- Location : Onsite in Fairfax, VA
- Role : Imaging support as the primary responsibility
Service Desk Technician is responsible for providing end user support for all EFE end user staff. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Technician is the initial point of contact and is responsible for gathering and analyzing information regarding the end user's request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.
Primary Responsibilities :
Basic Qualifications :
Technical Knowledge
Preferred Certifications :
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Service Desk Technician • Virginia Beach, VA, United States
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