Desktop Technician / Technical Support / IT Helpdesk Analyst

Innova • Permanent • Remote (Virginia, United States) • $18 - $22 / * • 13h ago

A client of Innova Solutions is immediately hiring for a IT Help Desk Support Position type: Contract to hire Location: Chesapeake VA 23320 and Mechanicsville, VA 23116 Shift: 5 days on-site (Monday to Friday) Travel: - Candidates must have their own car and should be comfortable with local travel if needed. - Local travel within the city may be required to nearby offices. - Mileage reimbursement will be provided by the company. As a IT Help Desk Support, you will: We are seeking a skilled and motivated IT Support Technician with expertise in Helpdesk and Desktop Support to join our growing IT team. The ideal candidate will provide technical support for both remote (helpdesk) and on-site (desktop) environments, assisting employees with their IT-related issues and ensuring smooth day-to-day operations. This role requires a balance of customer service, technical troubleshooting, and proactive support for both hardware and software systems. Some of your key responsibilities include: Helpdesk Support (Remote): Fields calls as needed from end users as part of the helpdesk phone queue. Respond to user requests for technical assistance via phone, email, chat, or helpdesk ticketing system. Troubleshoot and resolve issues related to software, hardware, networking, and peripherals in a remote capacity. Guide users through step-by-step solutions for issues, ensuring minimal disruption to their workflow. Track, prioritize, and document helpdesk tickets to ensure timely resolution. Collaborate with team members to escalate complex issues when necessary. Participates in the day-to-day operational support and service delivery of the IT Operations by monitoring and responding to IT Operations incidents through the incident tracking system. Desktop Support (On-site): Provide hands-on support for desktop and laptop computers, mobile devices, printers, and other office equipment. Install, configure, and maintain operating systems (Windows, macOS, Linux) and essential software applications. Perform routine maintenance and upgrades on hardware and software systems to ensure performance and security. Assist in managing user accounts and permissions via Active Directory, Office 365, and other relevant systems. Set up new workstations, including hardware setup, software installation, and network configurations. Equipment and Network Maintenance: Diagnose and resolve network connectivity issues, working closely with network administrators when necessary. Maintain and monitor systems to identify issues before they escalate into larger problems. Provisioning and tracking of company issued equipment from first delivery to return. Oversee and participate in projects (e.g. upgrades, hardware/software installations). Customer Service & Communication: Communicate with stakeholders to understand their requirements. Communicate effectively with non-technical users, explaining solutions in a clear and friendly manner to better understand their requirements. Provide technical advice and guidance to help users improve productivity and efficiency. Maintain a high level of customer service while addressing a variety of user inquiries. Provide advice and technical training. Gather feedback from end users about system performance. Documentation & Reporting: Maintain accurate records of support requests, troubleshooting steps, and solutions provided. Document system changes, upgrades, and procedures for future reference. Generate reports on recurring issues, system performance, and overall support efficiency. Compile data in an easy to understand format for upper level management. Compile Knowledge Articles to be used by both end users and technical staff. The ideal candidate will have: Education: Relevant certifications (CompTIA A+, Network+, Microsoft Certified, etc.) are a plus. Experience: 2+ years of experience in IT Support, including helpdesk and desktop support roles. Experience with remote desktop tools, helpdesk ticketing systems, and diagnostic software. Hands-on experience with hardware troubleshooting and repairs (desktops, laptops, printers, etc.). Familiarity with Windows and macOS operating systems. Technical Skills: Proficiency in diagnosing and resolving common technical issues (software, hardware, network). Experience with Windows 11, Office 365, and remote desktop services. Understanding of network fundamentals (TCP/IP, DNS, DHCP) and security best practices. Soft Skills: Strong problem-solving skills with a methodical and organized approach. Excellent verbal and written communication skills. Ability to work both independently and as part of a team. Strong customer service mindset and patience when dealing with users at all technical levels. Preferred Qualifications: Associate's degree in information technology, Computer Science, or related field. Experience in a hybrid IT environment (both on-site and remote support). Knowledge of cloud-based technologies and services (Azure, AWS). Working Conditions: Physical Requirements: Ability to lift and transport moderately heavy equipment (up to 50 lbs). Work Environment: Combination of remote and on-site work in an office setting. Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible. We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW. Thank you! Jyoti Tiwari PAY RANGE AND BENEFITS: Pay Range : $18 - $22/Hr Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP). ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Recent Recognitions: Named One of America's Best Employers for New Grads by Forbes (2024 Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, ) One of the Largest IT Staffing Firms in the US - Ranked by Staffing Industry Analysts (SIA, 2024) One of the Largest Staffing Firms in the US - Ranked by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics) Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023) One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024) AWS Advanced Tier Services Partner with 100+ certifications Website: Innova Solutions offers a referral bonus for qualified Ambassadors who refer eligible referrals. Submit referrals at and earn $250-$1,000 per referral. Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or . Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws. INDGN01

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