Description

You will manage technical support operations for the Richmond office, owning the full lifecycle of user tickets and infrastructure maintenance.

Responsibilities

• Triage incoming support requests via phone, email, and in-person visits, monitoring tickets through to resolution.
• Troubleshoot and resolve issues with network connectivity, desktop hardware, operating systems, printers, phones, and multimedia equipment.
• Perform installations, configurations, and repairs for PCs, iPhones, and associated software.
• Conduct daily inspections of server rooms and data closets, manage backup tape rotation, and prepare cases for offsite pickup.
• Activate network jacks for correct VLAN assignment and maintain IT procedures, diagrams, and technical documentation.

Required Skills

• 5+ years of experience in technical support or IT operations roles.
• Hands-on administration of Active Directory, DNS, DHCP, Group Policy, and VPN.
• Proficiency with ticketing systems such as Remedy or similar platforms.
• Strong command of MS Office tools, including Word, Excel, Visio, and Project.
• Experience supporting hardware for PCs, printers, and iPhones.
• Understanding of VLAN configuration and network jack activation.
• Ability to author troubleshooting procedures, guidelines, and network diagrams.

Preferred Skills

• Experience with Mitel phone systems.
• Background in providing customer training on phone operations.

Key Skills

Education

Any Graduate