IT Support Technician

ARC Document Solutions
Published
February 13, 2020
Location
Virginia Beach, VA
Job Type
 

Description

  • IT Support Technician
    Dept.: Technical Services / MIS
    Reports to: IT Director

    OVERVIEW
    ARC Document Solutions is hiring a talented, technical individual with exemplary customer service skills. This position entails supporting a National Helpdesk and all end-users within an assigned territory. This individual is responsible for providing technical assistance and support for desktops/laptops, hardware and software. This individual will respond to helpdesk tickets and communicate with the end-user until resolution.

    THESE ARE THE EXCITING THINGS YOU GET TO DO:

    • Provide first-level technical assistance and support for incoming helpdesk tickets. Resolve incoming
    tickets in a timely manner. If onsite assistance is needed, assign ticket to local support personnel and
    communicate with end-users and support representatives throughout the ticket lifecycle.
    • Respond to incoming tickets using the helpdesk dashboard, email or phone. In many cases, phone
    support and verbal communication will be necessary.
    • Document actions and resolutions within the helpdesk ticket.
    • Resolve end-user issues as they pertain to both hardware and software.
    • Ask questions to determine the nature of the problem to assist with troubleshooting.
    • Follow-up with end-users to ensure the issue has been completely resolved.
    • Track, route and redirect issues to correct resources for resolution.
    • Manage all incoming tickets until resolution has been confirmed.
    • Follow all SOPs and Policies as they pertain to domain architecture when resolving issues. Issues
    must be resolved in compliance with already established SOPs

    THESE WILL HELP YOU SUCCEED HERE:

    3-5 years of progressive information technology experience.

  • Experience coordinating and supporting IT
    business processes.
  • Ability to be flexible in dealing with changing priorities.
  • Ability to follow-through and react quickly to situations.
  • Ability to ensure confidentiality, take initiative and exercise considerable judgment.
  • Excellent communication skills.
  • Team-oriented and flexible.
  • Ability to answer questions in a professional and friendly manner.
  • Ability to organize and prioritize workflow and meet deadlines.

    EDUCATION
    Bachelors degree in Information Technology or related discipline preferred.

To all recruitment agencies:

ARC does not accept agency resumes. Please do not forward resumes to our Careers alias or other ARC employees. ARC is not responsible for any fees related to unsolicited resumes.

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