Service Desk Technician

24 minutes ago

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Always Connecting, Always Evolving.

TECHEAD is seeking qualified applicants for the following Contract-To-Hire position – Service Desk Technician / Glen Allen VA – (JOB-22032). If you are looking for a new opportunity and this position looks to be a fit, please apply to see the TECHEAD difference that has made us successful for 30+ years!

You can find more about our team and values by checking us out at TECHEAD.com or on Glassdoor

Job Description:

Service Desk Technician III

Location: Glen Allen, VA | Type: Contract-To-Hire

TECHEAD is seeking a Service Desk Administrator III to serve as a high-level technical lead and the primary escalation point for complex IT challenges. In this critical role, you will balance hands-on troubleshooting with proactive system administration and process optimization to ensure seamless, secure operations. We are looking for a customer-centric, organized professional who can drive technical excellence independently while contributing to a high-performing collaborative team.

Essential Responsibilities & Tasks

1. Service Desk Support and Operations (50%)

Provide end-user support for hardware, software, network, and account-related issues for internal staff and external partners (vendors and consultants).
Diagnose and resolve issues related to Windows systems, mobile devices, printers, VPNs, and core business applications.
Administer user accounts, permissions, and access controls across Active Directory, Azure AD/Entra ID, and MDM systems.
Manage endpoint configuration, patching, inventory, and compliance using ManageEngine.
Support on-prem and cloud-based infrastructure, including basic networking (DNS, DHCP, VPNs).
Manage and prioritize support tickets to ensure timely and effective resolution based on business impact and urgency.
Assign tickets to appropriate internal IT department resources and track progress to ensure issues are resolved in a timely manner.
Document issue resolution steps, outcomes, and knowledge base updates to support continuous improvement.

2. Annual PC Lifecycle & Refresh Management (20%)

Plan and execute the annual PC upgrade and refresh initiative, including identifying eligible systems based on age, performance, and business requirements.
Research and evaluate PC models and configurations to meet organizational standards, performance needs, and budget constraints.
Procure hardware by coordinating ordering, tracking deliveries, and maintaining asset records.
Image and configure new machines using standardized build processes, including the development and maintenance of automation scripts for software installation, security configuration, and system hardening.
Perform hands-on deployment of new PCs, including workstation setup, peripheral configuration, and validation with end users.
Migrate user data, profiles, and application settings to new systems while ensuring data integrity and minimal downtime.
Coordinate upgrade scheduling with users to minimize operational disruption and provide post-deployment support as needed.
Document procedures, configurations, and lessons learned to improve future refresh cycles and support knowledge base updates.

3. End-Point Security Administration (20%)

Ensure end-point devices follow current released security best practices.
Administer accounts within the MFA system.
Monitor and manage PC software asset inventories and license usage reports to ensure compliance with software licensing agreements and organizational policies.
Maintain accurate PC hardware asset inventories to support annual hardware audits and reporting requirements.
Monitor systems for performance, availability, and security issues; respond to alerts and incidents as directed by the cybersecurity team.
Assist with backups, disaster recovery testing, and documentation.
Participate in vulnerability remediation and audit support efforts.

4. IT Department and Management Meetings (5%)

Participate in weekly IT staff meetings.
Participate in weekly IT change management meetings.
Participate in periodic IT planning meetings.
Provide technical support for monthly board meetings.

Experience & Education Requirements

Education: 2-year degree in Information Systems or a similar area of study, preferred.
General Experience: 4 years of service desk support experience and 4 years of system implementation experience.
Technical Support: 4 years diagnosing/resolving issues with Windows systems, mobile devices, printers, and PC hardware.
Software: 4 years supporting end-user business applications, Office365, and multi-user web products.
Imaging: 4 years of laptop and desktop imaging and deployment, preferred.
Security & Planning: 4 years of security management systems experience and 1 year of project planning, preferred.

Working Conditions & Physical Demands

Work a full 8-hour day with occasional evening and weekend work.
Occasionally lift or move up to 50 lbs.
Ability to connect computer equipment under desks/tables which may require bending, stooping, crouching, or lying on the floor.
Spend prolonged time viewing digital screens and enter data using hand/eye coordination.

TECHEAD’s mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won’t strive for anything less.

TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

For more information on TECHEAD please visit www.techead.com.

No second parties will be accepted.