Software Support Engineer troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers. Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Being a Software Support Engineer escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. Requires a bachelor's degree in area of specialty. Additionally, Software Support Engineer typically reports to a supervisor or manager. To be a Software Support Engineer typically requires 0-2 years of related experience. Works on projects/matters of limited complexity in a support role. Work is closely managed. (Copyright 2024 Salary.com)
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SCC Technical Support Analyst 2 (731722)
Job Id: 731722
Role : Technical Support Analyst
Location: Hybrid, Locals - 1300 E Main St Richmond, VA 23219
Duration : 12 Months
Question 2 | Please list candidate's email address. |
Question 3 | In what city and state does your candidate PERMANENTLY reside? |
Question 4 | Is the candidate available to work ONSITE in Richmond, VA 100% for the first month or so? This is REQUIRED. |
Question 5 | After the initial onsite training,is the candidate available to work ONSITE in Richmond, VA at least 3 days/wk? This is REQUIRED. |
Question 6 | How soon after an offer can your candidate start? |
Description
The SCC seeks an experienced Helpdesk Analyst to answer phones and emails that come into the Helpdesk. This individual will be responsible for ensuring that phones and emails are answered in a timely manner and Service Desk tickets are created and assigned to Helpdesk analysts as needed.
The Helpdesk Analyst will possess excellent communication and customer service skills displayed though verbal and written communications. They will also have the ability to assimilate and effectively communicate information, both verbally and in writing, about microcomputer hardware and software.
The Helpdesk Analyst will also have the proven ability to establish and maintain effective, professional working relationships with Commission staff, following best practices of customer service principles.
| Skill | Required / Desired | Amount | of Experience | ||||
Recent experience in a full-time Help Desk/Technical Support position | Required | 2 | Years |
| ||||
Working knowledge of and experience with Windows 10 and Windows 11 operating systems and Microsoft desktop software products, including MS Office prod | Required | 2 | Years |
2 or more years of experience entering information and working with a trouble ticket, issue tracking system | Required | 2 | Years |
Experience and proficiency with Microsoft, Visio, SharePoint and Office applications | Required | 2 | Years |
Proven analytical and problem-solving abilities | Required | 2 | Years |
Excellent verbal and written communication skills | Required | 2 | Years |
Ability to work independently with minimal direction and as a team | Required | 2 | Years |
Highly motivated and self-directed | Required | 2 | Years |
Ability to present ideas in business-friendly and user-friendly language. | Required | 2 | Years |
Ability to work independently with minimal direction and as a team | Required | 2 | Years |
Highly motivated and self-directed | Required | 2 | Years |
Knowledge of Active Directory | Nice to have | 2 | Years |
CompTIA A Certification | Nice to have | 2 | Years |
Experience with Symantec's Altiris and Ivanti's Service Desk. | Nice to have | 2 | Years |
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