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Job Details

Help Desk Specialist

Company name
Union Bankshares Corporation

Ruther Glen, VA

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*The hours for these two positions are 9am - 6pm and a 10am - 7pm

This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.

Position Accountabilities:

• Respond to teammate support requests via telephone and email.

• Diagnose and resolve information technology hardware and software issues.

• Develop and maintain a professional level of proficiency within Information Technology.

• Identify and escalate situations requiring urgent attention.

• Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.

• Work with IT teammates to research and document problem resolutions.

• Work independently to research and resolve technical issues.

• Work with IT teammates in researching and writing technical documentation.

• Maintain knowledge of IT roles and responsibilities.

• Performs other related duties as assigned.

• Assist with maintaining hardware / software inventory.

Organizational Relationship:

This position reports to the Technical Support Manager.


Position Qualifications

Education & Experience:

• High school diploma or equivalent and some computer training certification program.

• Degree in a computer technology field or related fields is preferred.

• Two plus years of experience and/or training; or equivalent combination of education and experience.

Knowledge & Skills:

• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.

• Attention to detail.

• Creative thinking and problem solving.

• Ability to capture and communicate the context of a situation.

• Ability to work both independently and as a team member.

• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.

• Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed.

• Strong working knowledge of Microsoft Operating Systems and Office productivity products.

• Ability to work on multiple assignments with minimal supervision.

No relocation and no search

We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace.

Company info

Union Bankshares Corporation
Website :

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