Associate IT Service Specialist in Roanoke, VA with Greene Resources

Date Posted: 1/9/2020

Job Snapshot

  • Employee Type:
  • Location:
    Roanoke, VA
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Number: 35397

Associate IT Service Specialist

Job Description:

Our client is looking for an Associate IT Service Specialist to join their team! As an Associate IT Service Specialist, you will maintain, analyze, troubleshoot and repair hardware and computer systems. You will perform on-site or remote servicing, repair, and installation of computer hardware, software and networks, executing requests in person and by email, phone, or live chat. You will be engaged in a PC refresh cycle that includes the upgrade to Windows 10, using ServiceNow to manage your workflow. You will partner with a team of creative, passionate and quality-minded technicians as you help the company win! This is a full time, contract position based in Roanoke VA.


  • Diagnose and solve unique one-time problems, reimage systems and engage in computer networking.

  • Work with purchasing staff to buy replacement hardware and software as needed.

  • Manage user accounts via MS Active Directory.

  • Complete hands-on fixes for desktops and laptops that include software installations and upgrades, perform file backups and configure new systems and applications. After completing installations, test new computers according to established guidelines

  • Documentation is a major requirement for this role. You will record, track, and write notes that related to the problem-solving process, including decision outcomes, actions taken, and final resolutions, submitting accurate call logs, itemizing customer interactions and ensuring data in the ticketing system is accurate so reports can be used to evaluate the customer's experience, process health and team performance. Additionally, you will create knowledge records that can be used by the Level 1 Help Desk team or customers via the self-help portal.

  • Sustain a collaborative work environment by keeping peers, process partners and management informed of trends, significant problems, unexpected delays and anything new in the environment.

  • Build rapport by showing empathy, obtain problem details from a sometimes-frustrated customer demonstrating confidence, a sense of purpose and urgency, adhering to service level agreements

  • As the primary contact on technical and service related problems, take initiative and ownership of reported end-user problems using troubleshooting skills, diagnostic tools and root cause analysis techniques to identify root problems and process these incidents through ServiceNow incident management.

  • Provide hardware and application support for desktops, laptops, tablets, workstation devices, mobile devices, printers, and software.

Education Requirements:

  • Associate's degree or combination of professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE)

Desired Background/Skills:

  • ITIL Foundations Certification

  • 1+ years' experience processing Incident, Problem, Service Request and Change Management processes using ServiceNow

  • 2+ years' experience managing support issues with Microsoft Office Suite, Windows 7, iOS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.


  • 3+ years' experience as a desktop technician supporting issues with Microsoft Office Suite, Windows 10, iOS, OSX, Active Directory, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.

  • 3+ years' experience imaging, configuring and support the deployment of new computer systems, installing & configuring hard drives.

  • Ability to troubleshoot and resolve basic network issues including data sharing issues and WIFI and wired troubleshooting.

  • Knowledge of user authentication, malware software and wireless communication security.

  • Able to support an on-call rotation (every 9 weeks)

Other Information:

  • Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status