Heartland Consulting is seeking an IT Support Specialist to provide hands-on technical support across our organization. This role involves diagnosing and resolving hardware and software incidents, performing preventative maintenance, and assisting users with a range of IT issues. The ideal candidate will demonstrate outstanding customer service skills and possess a strong technical background, enabling them to effectively communicate complex information to non-technical personnel. Key Responsibilities:Operational Duties:
- Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware.
- Implement file backups and configure systems and applications.
- Diagnose and resolve incidents related to operating systems (Windows and Mac) and various software applications.
- Conduct preventative maintenance on endpoints such as workstations, printers, IP phones, and peripherals.
- Test fixes to ensure effective resolution of issues and conduct post-resolution follow-ups to assist users.
- Troubleshoot and repair conference room technologies, including phones, projectors, sound systems, cables, and wall plates.
- Utilize remote support tools to assist users and remotely update software as needed.
- Install and configure new IT equipment, including laptops, printers, and IP phones.
- Notify appropriate IT staff of unresolved processing errors or failures for further investigation.
Project Involvement:
- Participate in key IT refresh projects, including Laptop Refresh, Mobile Device Refresh, and Printer Refresh.
Customer Service:
- Provide outstanding customer service, demonstrating patience and professionalism in challenging situations.
- Assist business clients with applications, connectivity, training, and problem-solving.
Communication and Administration:
- Compose emails and conduct administrative reporting tasks efficiently.
- Communicate technical information clearly to non-technical personnel.
Organizational Skills:
- Organize resources effectively and establish priorities based on operational needs.
Qualifications:Technical Skills:
- Experience with desktop operating systems such as Windows, Mac OS, and Linux.
- Basic hardware and software troubleshooting, installation, and repair skills.
- Proficiency in Microsoft Office and email client configuration (Outlook, mobile devices).
- Basic knowledge of networking, including switches, firewalls, VPN clients, and wireless networking.
- Familiarity with Windows Server technologies such as Active Directory, DNS, and DHCP.
- Basic experience or knowledge with VOIP systems.
Soft Skills:
- Exceptional verbal and written communication skills.
- Strong listening skills and integrity, with a positive attitude.
- Ability to work independently and make sound decisions.
- Willingness to learn and support new systems and applications.
Additional Information: This position may require occasional travel between locations and the ability to work flexible hours based on project needs. If you are a motivated individual with a passion for technology and customer service, we encourage you to apply. Location: [Richmond, VA] Job Type: [Full-Time/Part-Time/Contract] We look forward to your application and the possibility of you joining our dynamic team! Heartland Consulting is an Equal Opportunity/Affirmative Action Employer of individuals with disabilities and veterans. We are proud to state that we do not discriminate in employment decisions on the basis of race, color, religion, sex, national origin or disability status. We E-Verify all employees.