Position: Desktop Support Technician

Location: Richmond, VA

Terms: Onsite, Contract

Compensation: 25/hr W2 with Benefits

The Desktop Support Technician manages escalation issues from Service Desk Technicians, utilizing in-depth analyses and problem-solving skills to resolve hardware, software, and configuration issues. The role involves making decisions to resolve customer problems and implement effective solutions.

Job Responsibilities:

Provide second and third-tier technical support, including configuration, installation, and troubleshooting of hardware, tablets, and software.

Support IT users for end-user computing and desktop-based software, including audio/visual operations.

Test and evaluate new hardware and software, providing cost-effective solutions.

Serve as SME for hardware solutions in various projects.

Support mobile devices and deploy Mobile Device Management (MDM) as per company policy.

Perform diagnosis, preventive maintenance, and networking troubleshooting.

Provide desktop imaging and support for printers and audio-visual equipment.

Respond to incidents and apply troubleshooting principles to diagnose hardware and software issues.

Update supervisors and users on status and completion information via voicemail, email, or in person.

Maintain the problem call tracking system and troubleshoot connectivity issues (LAN, WiFi, VPN, etc.).

Assist in asset maintenance and serve as a technical resource on project teams.

Manage vendor relationships and ensure SLAs are met.

Work independently on projects and system outages, seeing them through to resolution.

Document issue resolutions for trending and training purposes.

Diagnose improvement opportunities and recommend solutions to enhance service.

Job Qualifications:

Degree in computer science, network management, information systems, or equivalent experience.

Minimum of 3 years of technical experience in a help desk or desktop support environment.

Proficiency in troubleshooting PCs running Microsoft Windows and MS Office.

Strong customer-facing experience and conflict resolution skills.

Excellent verbal, reading, writing, and comprehension skills.

Knowledgeable about computer systems and basic networking.

Experienced in Microsoft networking and file sharing.

Must be available for on-call status as required and participate in the team on-call rotation 24x7.

About Seneca Resources:

Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, Florida, North Carolina and Texas that service clients throughout the United States.

We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.