VITA Assist Help Desk Agent (Level 2) in Clintwood, VA at Volt

Date Posted: 6/27/2018

Job Snapshot

  • Employee Type:
  • Location:
    Clintwood, VA
  • Duration:
    24 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description


If you have a High School Diploma, GED, or an Associates Degree with 2 or more years of hardware and software troubleshooting experience, then you may be the candidates we are looking for!

Please note the pay range for this role is does NOT EXCEED $17.00!

We are seeking a Level 2 Help Desk Agent to provide support for the Virginia Information Technology Association (VITA).  There are EIGHT (8) openings for these six (6) month TEMP-TO-HIRE opportunities in Clintwood, VA.  Because this is SHIFT WORK in a 24/7/365 environment, the selected candidate MUST have flexibility in work hours.  The selected candidate also must be able to pass a Virginia Commonwealth background check.  The Virginia Information Technology Association (VITA) Assist Help Desk position provides first line technical support for local and remote users resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.  Job duties include:

  • Accurately escalating Incidents that cannot be resolved by Tier 1 to higher Tiers
  • Acting as an escalation point for customer complaints and provide feedback to help desk personnel.
  • Acting as customer facing point of contact to IT Support to supported users
  • Creating detailed tickets in the IT SMS
  • Following all company and department documented policies and procedures
  • Fulfilling standard Service Requests
  • Identifying, diagnosing isolating, and resolving problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
  • Maintaining and updating records in the Incident Management system
  • Managing agent schedules
  • Mentoring and coaching SD personnel to ensure quality support
  • Performing account maintenance tasks including, but not limited to, user account provisioning
  • Providing day to day supervision of Help Desk Personnel
  • Providing basic troubleshooting across a broad range of services using SOPs, and the Knowledge Base
  • Providing triage of inbound requests via phone, email, web, and chat
  • Routing tickets to product line, application, or system support specialists requiring clearly documented descriptions of customers’ request and any troubleshooting performed.
  • Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. 

Required KSAOs

  • High school diploma or GED and 2+ years of technical experience. Associates Degree and 1 year of related experience preferred.
  • Flexibility in work hours for shift work
  • Ability to work well with all teammates in a fast-paced SLA driven environment
  • Demonstrated commitment and ability to provide excellent customer service
  • Experience supporting Microsoft Office and Windows OS in an enterprise environment
  • Experience with account administration and password resets in a Microsoft Active Directory environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
  • Proven ability to think and troubleshoot logically and act decisively in critical situations
  • Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat.
  • Proven hardware/software troubleshooting experience
  • Understanding of IT concepts/practices and experience with common service desk software

Desired KSAOs

  • ITIL Certification
  • Working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products.

As a Volt employee, you can expect the highest level of support.  We have a long-standing tradition of developing lasting and mutually beneficial relationships with our employees.  Contact a Volt representative by applying to this posting online for immediate consideration. Submit your resume today!

Volt is an Equal Opportunity Employer.