Technical Support Administrator

The Technical Support Administrator delivers front-line IT assistance to end users by diagnosing and resolving issues across desktop operating systems, applications, networks, and peripherals. This role reports to the IT Support Manager and supports continuous improvement of the support desk and overall user experience.

Work Location and Schedule

• Location: Virginia Beach, VA (onsite)
• Department hours: Monday to Friday, 9:00 AM to 6:00 PM
• Saturday coverage: Rotating Saturdays every 5 to 7 weeks (with one day off during the week when working on Saturday)

Compensation

• Hourly pay: USD $23 to $30
• Hiring range detail: Higher compensation may be considered based on experience, qualifications, and internal equity

Role Responsibilities

• Provide front-line user support and work to ensure reported problems are resolved
• Provide phone coverage for the primary internal Chartway Help Desk line as required
• Contribute ideas to improve the support desk operation and the user experience
• Install, configure, test, and support new applications as needed
• Perform first level analysis and diagnostics for reported issues, including desktop operating system, network, branch, and PC-related problems
• Provide backup support for IT computer operations as required, including maintaining a cell phone for after-hours and weekend on-call duties as needed
• Perform other duties as assigned

Required Qualifications

• Experience: Approximately 2 to 5 years of technology support with customer interaction and strong customer service skills (financial institution experience preferred)
• Communication and drive: Excellent communication skills and self-motivation, especially when learning new technologies
• Operating systems: Knowledge of Microsoft Windows installation, support, and testing of new applications
• Networking fundamentals: Basic Ethernet network support, including wiring, PC hardware and software installation, and troubleshooting
• Technical breadth: Broad knowledge and understanding of current and emerging technologies and their relevance to IT tooling
• Problem solving: Ability to identify and analyze critical problems and provide viable solutions and/or alternatives, informing senior staff in a timely manner
• End-user support: Ability to provide first level support across network, desktop, applications, telecommunications, web, and desktop operating systems
• Collaboration: Ability to work with other departments, prioritize and escalate issues as necessary, and provide resolution follow-up
• Documentation: Ability to research and document problems and resolutions and create “How-To” instructional documentation as needed
• Internal support: Ability to act as a resource for staff information, assistance, and training related to personal computer applications and operating systems
• Physical requirement: Ability to lift 50 lbs of equipment to support equipment relocations as tasked

Education and Certification

• Education: Associate’s Degree (AS in computer science or similar) or equivalent experience
• Certification: One of the following (A+, Microsoft MCP, Network+, CCNA) or equivalent experience

Tools and Technologies

• Microsoft Windows
• Ethernet
• A+
• Microsoft MCP
• Network+
• CCNA

Benefits

Chartway offers a competitive salary and a comprehensive benefits package.