Technical Support

Job Title: Technical Support Specialist

Location: Salem, VA

Position Type: Onsite

Key Responsibilities:

• Provide technical support for desktop and laptop computers, wireless devices, and agency-specific software.
• Assist field staff with adopting new technologies and troubleshooting hardware/software issues.
• Manage and administer desktop devices, ensuring optimal performance and security.
• Utilize help request tracking and reporting tools to log and resolve issues efficiently.
• Troubleshoot and resolve hardware and software problems, escalating complex issues as needed.
• Deliver timely and clear communication regarding resolutions to customer concerns.
• Promote a "customer-first" attitude, ensuring high-quality customer service.

Qualifications:

• Required Experience:

  • Extensive experience using Microsoft Desktop products, including Windows, SharePoint, MS Office Suite, and MS Teams.
  • Proficiency with troubleshooting tools for managing desktop/laptop computers and wireless devices.
  • Experience working with help request tracking and reporting systems.

• Skills:

  • Strong problem-solving and troubleshooting skills.
  • Exceptional verbal and written communication skills for individual and group interactions.
  • Excellent customer service skills with a proactive and positive attitude.

• Requirements:

  • Must possess a valid driver's license and maintain a clear driving record.
  • Ability to drive a state vehicle as required.
  • Local to the Roanoke/Salem, VA area and available to work onsite daily (Monday-Friday, 8 AM to 5 PM).

Contract Information:

• Initial contract duration through June 30, 2025, with annual extensions likely for 6-12 months.
• Onsite role with no remote work options.

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Extensive skill with use of Microsoft Desktop products including but not limited to Windows, SharePoint, MS Office, Office 365 and MS Teams	Required	5	Years
Skill in troubleshooting tools and managing desktop and laptop computers as well as wireless devices	Required	5	Years
Ability to communicate effectively verbally and in writing with individuals and groups	Required	5	Years
Experience working with help desk request tracking and reporting tools	Required	5	Years
Strong Customer Service skills that include a "customer first" attitude	Required	5	Years
Provide computer training for field staff	Desired	0
Knowledge of computer/mobile device applications and how they operate in an enterprise environment.	Desired	0
Experience with creating training documentation.	Nice to have	0

Questions

No.	Question
Question1	Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment?
Question2	Please list candidate's email address.
Question3	In what city and state does your candidate PERMANENTLY reside?
Question4	Is your candidate able to work onsite in Salem, VA daily M-F 8-5pm? This is REQUIRED.
Question5	Does your candidate possess a valid drivers license and a clean driving record? This is REQUIRED.
Question6	How soon after an offer can your candidate start?

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