Job Description

TITLE: Technical Support

LOCATION: Richmond, VA

DURATION: 12 Months

JOB DESCRIPTION:

• Provide 1st level support to client proprietary Voter Registration System and other client systems
• Administer access to client systems
• Provide deskside support to client staff, to include hardware and software installation/troubleshooting
• Answer System Support hotline to provide technical support and direction
• Maintain client technical knowledge base, including updating and creating knowledge base articles
• Maintain Agency assets via client asset management system
• Possess exceptional customer service skills
• Manage ticket queues, and following up on open tickets
• Assist with special projects as needed
• Perform other support related tasks as assigned
• Ability to relay technical information to non-technical users

SKILLS:

SKILLS

REQUIRED / DESIRED

AMOUNT

YEARS OF EXPERIENCE

Windows desktop support required

Required

4

Years

Installing/troubleshooting hardware and software

Required

4

Years

Asset management system

Required

4

Years

Microsoft and/or Information Technology Infrastructure Library (ITIL) certifications are preferred

Required