Help Desk Technician

HELP DESK TECHNICIAN

Department: Information Technology (IT)

Location: Richmond, VA

OVERVIEW:

This full-time, hourly position requires an individual who is highly motivated, eager to learn and willing to provide a high level of technology assistance and customer service to our associates. This position will allow the right candidate the opportunity to establish best practices for service engagement in a fast paced, technical environment. The mission of the Help Desk is to provide its customers with a point of contact for responsive support, with a proactive approach to identifying and solving problems. We strive to exceed our customers' expectations in our ongoing pursuit of service excellence.

RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Respond to initial telephone, email, and other requests for a variety of technical support items and have all outstanding issues addressed within designated timeframes.

• Identify, research, and resolve technical problems within your scope of expertise. Escalate items to a Senior Help Desk Technician when necessary.

• Create a customer incident in the Company's call tracking software for every call answered.

• Document, track, and monitor requests to ensure a timely resolution.

• Coordinate with team members to ensure rapid response times and follow-up with customers.

• Ability to prioritize work to ensure urgent and VIP matters are handled immediately.

• Develop professional working relationships with customers to better understand business needs.

• Coordinate and consult with Customers, Application Development, Infrastructure, Client Services, reporting manager, vendors and team members to meet customer requirements.

• Monitor recurring requests/issues and advise management of potential risks that may impact our customer base and operating environment.

• Will be required to work on-call as needed.

QUALIFICATIONS:

• Ability to provide excellent customer service.

• 1-4 years experience working in a complex help desk environment.

• Proficiency with Windows 10 and Microsoft Office.

• Ability to effectively troubleshoot hardware and software based issues.

• Strong interpersonal, verbal, and written communication skills.

• Organizational and time management skills; effectively manage multiple priorities.

• Ability to work effectively in a fast paced environment.

• Ability to conduct oneself in a professional manner.

• Ability to work well as a member of a team and communicate effectively.

• College degree in a related field or the equivalent combination of education and/or experience.

• Physical job requiring bending, working under desks, and the ability to lift 35lbs.

SALARY & BENEFITS:

We offer a competitive salary and excellent benefit program, including safe harbor 401(k) contribution, profit sharing plan, disability and life insurance, high deductible health plan with an HSA, Dental, Vision, an on-site Health Center, Paid Time Off and other elective benefits. We offer wellness programs and support a friendly and collegial culture, with company sponsored volunteer opportunities during business hours.

DAVENPORT IS AN EQUAL OPPORTUNITY EMPLOYER:

Davenport & Company LLC provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.