IT/Helpdesk Spt Spec I

About the role

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 provide Tier I technical support to end users via phone, in person, and through the help desk ticketing system. This position requires weekly travel to the Dahlgren office and the ability to obtain a secret security clearance.

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 in-house 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.
• Alert management to recurring problems and patterns of problems; provide recommendations to resolve problems.
• Provide an outstanding customer service experience in a variety of circumstances across all organizational levels.
• Handle various projects and tasking as assigned.

Requirements

• 0-2 years experience working in a customer-facing technical support environment.
• Proficiency with Microsoft 365 and 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.
• Strong technical documentation skills, including documenting troubleshooting steps, resolutions, and knowledge base articles.
• 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.
• Strong interpersonal and communication skills to provide excellent customer support while remaining patient and empathetic.
• Ability to work flexible hours as necessary.
• GED or High School Diploma.

Preferred Skills and Experience

• Proficiency with the Zendesk help desk system.
• Experience providing technical A/V support for in-person, hybrid, and virtual meetings, including troubleshooting projectors, displays, microphones, sound systems, and other conference room technology.
• Familiarity with Microsoft Active Directory and/or Microsoft Entra ID, including basic user account and access management.

Pay

The projected annual compensation range for this position is $41,000-$58,000 (USD). Compensation is determined by factors including experience, education, training, security clearance, work location, skills, knowledge, and competencies, as well as alignment with our corporate compensation plan and contract-specific requirements.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• Employee Stock Ownership Plan (ESOP).
• Competitive 401(k) programs with retirement and financial counselors.
• Health Savings and Health Reimbursement Accounts.
• Flexible Spending Accounts.
• Life insurance, short- and 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 offering emotional and lifestyle well-being services, including free counseling.
• Supplemental Benefit Program.

Why Work for SimVentions?

• Support Our Warfighters: SimVentions is a proud supporter of the U.S. military, providing relevant, game-changing solutions to our armed forces.
• Drive Customer Success: Deliver innovative products and solutions that go beyond the expected, allowing you to grow, have a voice, and make an impact.
• Get Involved in Giving Back: Participate in diverse service opportunities throughout the year.
• Build Innovative Technology: Work on cutting-edge technology with a direct impact on customer success.
• Work with Brilliant People: Collaborate with experienced, creative individuals passionate about their work and thriving in our unique culture.
• Create Meaningful Solutions: Solve challenging and meaningful requirements as a trusted partner to our customers.

Additional perks include:

• Employee ownership, allowing you to help build your company.
• Family-focused culture recognizing the importance of family time.
• Business casual dress code for comfort while working.
• Excellent facilities, tools, and training opportunities to grow in your field.
• Open communication where your voice matters.
• Corporate fellowship opportunities, including sports teams and employee-led interest groups.
• Multiple corporate events throughout the year, such as Holiday Events, Company Picnic, Imagineering Day, and more.
• Equitable distribution of FredNats baseball tickets for every home game from our private suite.
• Frequent food offerings in the workplace.