Help Desk Technician

Job Description:

• Help Desk Technicians to answer help desk calls, and enter and route tickets.
• Candidate must meet the requirements to access the Virginia Criminal Information Network (VCIN). All person(s) with any access to the VCIN network (i.e., program, repair, add update(s), operate, etc.) must be a United States citizen or have a been a lawful resident of the United States for the past 10 consecutive years and must have their background checked by fingerprints prior to having approval to access the VCIN network.
• Basic PC skills: Microsoft Office Suite Excel, Word, and Access are used daily. Also, need to understand the Windows operating systems and troubleshoot error messages, for example http 404 error message what is it and how to correct the problem.
• Candidate must be willing to work their assigned shifts but also be willing to help other shifts out. Attendance is very important with the NOCs rotating shift. Limited calls off and lateness due to having to relieve the previous shift and getting pass downs.
• Candidate must be able to successfully communicate instructional information over the phone and be able to de-escalate a frustrated user. Good customer service skills.
• Candidate must work well with co-workers.
• Candidate must possess basic networking skills with an understanding of iPhones, mobile computers, programming radios, etc.
• Candidate must be able to multitask several problems and possess the capability to determine what takes priority.

Desired Skills and Experience

IT HELPDESK SUPPORT