A Day in the Role: • Provide second tier technical support resolving incidents for users in all aspects of end-user computing and desktop-based software, such as configuration, installation and troubleshooting of computer hardware and software. • Serves as escalation point for Service Desk staff. Provides in-depth analysis and problem solving to resolve questions and issues other technicians cannot address. • Evaluate, test and deploy hardware and software related to project and non-project related request for both long and short-term solutions. • Become the Subject Matter Expert (SME) in hardware and software solutions and support for various projects as assigned. • Provide imaging, configuration, setup and support of company laptops, desktops, tablets, thin clients and other device as required. • Perform troubleshooting of connectivity issues involving LAN, Wi-Fi, Bluetooth, air cards, VPN connections, printers and serial communications. • Perform troubleshooting, diagnosis, installation, configuration, and preventive maintenance of computer hardware and software, printers and audio/visual equipment • Responds to incidents concerning computer and related hardware operation and applies troubleshooting principles and techniques to diagnose hardware, software and operator problems. • Provide updates, status and completion information to supervisor and users via voicemail, email or in person. Updates incidents in ticket tracking system. • Manage the onboarding and transfer processes for employees by setting up and maintaining accounts and deploying hardware as needed. • Responsible for diagnosing improvement opportunities and recommending solutions for implementation to enhance service. • Assist in managing adherence to vendor and business partner relationships Service Level Agreements (SLA’s) delivering high service quality. Must haves: + Multiple years of technical experience in a help desk, technical or desktop support environment. (Hardware) + In-depth knowledge troubleshooting computer systems, Microsoft Windows, Microsoft Office, networking, printers, file sharing, Citrix and VDIs. + Strong customer-facing experience and ability to provide support under tight deadlines required. + Ability to conduct analyses, identify problems and implement resolutions to increase customer satisfaction. + Ability to deal with conflict and urgent situations effectively while maintaining positive customer relationships. + Possess excellent verbal, reading, writing, and comprehension skills. + Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job. Additional Skills & Qualifications • Preferable certifications: CompTIA A+, CompTIA Net+, Microsoft Certified Professional (MCP), or similar. • Experience with Active Directory, Jira (JSM), SCCM, Citrix Director, AirWatch, TeamViewer, iGel OS and Universal Management Suite (UMS) a plus. Pay and Benefits The pay range for this position is $18.00 - $26.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Richmond,VA. Application Deadline This position is anticipated to close on Feb 14, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.