Overview: SimVentions is a 100% employee-owned business and has consistently been voted one of Virginia's Best Places to Work. We are looking for a dedicated Technical Support Specialist to become part of our dynamic team.
As a Technical Support Specialist, you will play a crucial role in providing exceptional technical assistance and training to our users. Your main responsibilities will involve addressing user inquiries through various channels and resolving routine technical issues while collaborating with team members for more complex challenges. You'll also ensure that technical support issues are properly escalated when necessary and maintain the help desk system efficiently.
Travel: One day a week to Dahlgren office
Clearance: Candidates must be able to obtain a secret security clearance.
Requirements: - 2+ years experience in a customer-facing technical support role.
- Solid understanding of hardware, software, and network systems, including troubleshooting common technical issues.
- Proficiency in troubleshooting A/V equipment such as projectors, displays, and sound systems.
- Strong knowledge of video conferencing platforms like Microsoft Teams and Cisco Webex.
- Flexibility to work varied hours as necessary.
- Willingness to collaborate effectively with team members.
- Ability to manage multiple support inquiries while maintaining high levels of customer satisfaction.
- Strong communication skills, both verbal and written.
- Excellent interpersonal skills for providing top-notch customer support with patience and empathy.
Responsibilities: - Manage the helpdesk ticket queue by creating, routing, and resolving tickets promptly.
- Answer queries via phone or help desk tickets related to computer hardware, software, and network systems.
- Troubleshoot software installations, hardware repairs, and configuration issues.
- Test and evaluate new hardware and software systems before their deployment.
- Support user onboarding processes, including account creation and permissions management.
- Deploy system images and configure equipment for new hires while coordinating with hiring managers.
- Track and manage IT asset lifecycle including issuance and relocation of equipment.
- Create instructional materials to guide end-users on the use of specific technologies.
- Conduct market research and manage purchase requests for necessary equipment.
- Offer technical A/V support for various meeting formats, ensuring seamless video conferencing.
- Assist in troubleshooting video conferencing configurations and A/V equipment issues.
- Keep documentation updated regarding A/V equipment and troubleshooting methods.
- Provide training for end-users on technology and equipment usage.
- Report recurring issues to management and suggest solutions for improvement.
- Provide outstanding customer service at all interaction levels.
- Engage in various projects and tasks as assigned.
Preferred Skills and Experience: - Familiarity with Microsoft O365.
- Proficiency in Windows Operating Systems.
- Experience with Zendesk help desk systems.
- Knowledge of Active Directory.
Education: GED or High School Diploma.
Compensation: The projected annual salary range for this role is $50,000 - $65,000 USD, based on experience, education, training, and other factors.
Benefits: We offer comprehensive health insurance along with several other benefits, including:
- Medical, dental, vision, and prescription drug coverage.
- Employee Stock Ownership Plan (ESOP).
- Competitive 401(k) programs.
- Flexible Spending Accounts and Health Savings Accounts.
- Life insurance, and short- & long-term disability coverage.
- Paid Time Off, Paid Holidays, and various paid leaves.
- Continuing Education Assistance.
- Employee Assistance Programs.
Why Work for SimVentions? At SimVentions, we prioritize a supportive and fun workplace environment that promotes collaboration and innovation. Join us in our mission to support the U.S. military and deliver game-changing technology solutions while enjoying a fantastic work culture.