Overview
SimVentions is a 100% employee-owned business and has consistently been voted one of Virginia's Best Places to Work. We are seeking a Help Desk Support Specialist to join our team!
In this role, you will provide Tier II technical support to end users via phone, in person, and through the help desk ticketing system. You will troubleshoot hardware and software issues, apply diagnostic techniques to resolve technical problems, and escalate more complex issues as needed. Responsibilities include maintaining the help desk system, installing and configuring computers and peripherals, and supporting corporate network hardware and software. This position also provides A/V and meeting support for in-person, hybrid, and virtual meetings.
Travel
Monthly to our Virginia Beach Office
Clearance
Ability to obtain a secret security clearance is required.
Requirements
- 2+ years experience working in a customer facing technical support environment
- Proficiency with Microsoft 365
- Proficiency with Windows Operating Systems
- A solid understanding of hardware, software, and network systems, including troubleshooting common technical issues
- Strong knowledge of video conferencing platforms such as Microsoft Teams
- Ability to work flexible hours as necessary
- Willingness to collaborate with team members and escalate issues to higher levels of support when necessary
- Capability to handle multiple support inquiries simultaneously while maintaining accuracy and a high level of customer satisfaction
- Ability to receive input from various sources, effectively prioritize tasks, and successfully complete them within a specified timeframe
- Excellent verbal and written communication skills
- Strong interpersonal and communication skills to provide excellent customer support while remaining patient and empathetic
Responsibilities
- Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets in a timely manner.
- Answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
- Troubleshoot configuration issues, software installations, hardware repair (including inhouse repair or coordinating depot or warranty services) to support day-to‐day operations.
- Test new hardware and software systems and packages prior to deployment.
- Coordinate and resolve technical, scheduling, and delivery issues associated with technical refresh, asset tracking, and life‐cycle sustainment.
- Manage and track all issued, reclaimed, removed, and relocated capital IT assets.
- Compose instructional documentation and videos to provide end-users with step-by-step processes on the proper method to utilize specific hardware and software.
- Provide meeting support and technical A/V support for in-person, hybrid, and virtual meetings.
- Troubleshoot and resolve A/V equipment problems, such as projectors, displays, microphones, and sound systems.
- Assist with video conferencing setup, configuration, and troubleshooting (e.g., Microsoft Teams).
- Create and update documentation related to A/V equipment, configurations, and troubleshooting procedures.
- Provide training and guidance to end-users on the proper use of A/V equipment and video conferencing tools.
- Alerts management to recurring problems and patterns of problems. Provides recommendations to resolve problems.
- Provides an outstanding customer service experience in a variety of circumstances across all organizational levels.
- Various projects and tasking as assigned.
Preferred Skills and Experience
- Proficiency with the Zendesk help desk system
- Proficiency in troubleshooting A/V equipment, including projectors, displays, microphones, and sound systems
Education
GED or High School Diploma
Compensation
Compensation at SimVentions is determined by a number of factors, including, but not limited to, the candidate’s experience, education, training, security clearance, work location, skills, knowledge, and competencies, as well as alignment with our corporate compensation plan and contract specific requirements.
The projected annual compensation range for this position is $58,000-$65,000 (USD). This estimate reflects the standard salary range for this position and is just one component of the total compensation package that SimVentions offers.
Benefits
At SimVentions, we’re committed to supporting the total well-being of our employees and their families. Our benefit offerings include comprehensive health and welfare plans to serve a variety of needs.
We offer:
- Medical, dental, vision, and prescription drug coverage
- Employee Stock Ownership Plan (ESOP)
- Competitive 401(k) programs
- Retirement and Financial Counselors
- Health Savings and Health Reimbursement Accounts
- Flexible Spending Accounts
- Life insurance, short- & long-term disability
- Continuing Education Assistance
- Paid Time Off, Paid Holidays, Paid Leave (e.g., Maternity, Paternity, Jury Duty, Bereavement, Military)
- Third Party Employee Assistance Program that offers emotional and lifestyle well-being services, to include free counseling
- Supplemental Benefit Program
Why Work for SimVentions?
SimVentions is about more than just being a place to work with other growth-orientated technically exceptional experts. It’s also a fun place to work. Our family-friendly atmosphere encourages our employee-owners to imagine, create, explore, discover, and do great things together.
Support Our Warfighters
SimVentions is a proud supporter of the U.S. military, and we take pride in our ability to provide relevant, game-changing solutions to our armed men and women around the world.
Drive Customer Success
We deliver innovative products and solutions that go beyond the expected. This means you can expect to work with a team that will allow you to grow, have a voice, and make an impact.Get Involved in Giving Back
We believe a well-rounded company starts with well-rounded employees, which is why we offer diverse service opportunities for our team throughout the year.
Build Innovative Technology
SimVentions takes pride in its innovative and cutting-edge technology, so you can be sure that whatever project you work on, you will be having a direct impact on our customer’s success.
Work with Brilliant People
We don’t just hire the smartest people; we seek experienced, creative individuals who are passionate about their work and thrive in our unique culture.
Create Meaningful Solutions
We are trusted partners with our customers and are provided challenging and meaningful requirements to help them solve.
Employees who join SimVentions will enjoy additional perks like:
- Employee Ownership: Work with the best and help build YOUR company!
- Family focus: Work for a team that recognizes the importance of family time.
- Culture: Add to our culture of technical excellence and collaboration.
- Dress code: Business casual, we like to be comfortable while we work.
- Resources: Excellent facilities, tools, and training opportunities to grow in your field.
- Open communication: Work in an environment where your voice matters.
- Corporate Fellowship: Opportunities to participate in company sports teams and employee-led interest groups for personal and professional development.
- Employee Appreciation: Multiple corporate events throughout the year, including Holiday Events, Company Picnic, Imagineering Day, and more.
- Founding Partner of the FredNats Baseball team: Equitable distribution of tickets for every home game to be enjoyed by our employee-owners and their families from our private suite.
- Food: We have a lot of food around here!
FTAC
