Information Technology Technician (Helpdesk)

The main objective of this position is to provide frontline technical support to end users and assists with the installation, configuration, and maintenance of technology equipment. This entry-level role is responsible for basic troubleshooting, ticket management, user account administration, and supporting daily IT operations under the guidance of senior IT team members. The ideal candidate is customer-focused, eager to learn, and capable of following established procedures to resolve common technical issues. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide first-level technical support to end users via phone, email, remote support tools, and in-person assistance.
• Perform basic Active Directory administration tasks, including password resets and account unlocks.
• Maintain compliance with all safety requirements, including equipment certifications and training, while demonstrating safe operating practices and reporting potential safety risks or concerns.
• Install and configure computers, peripherals, mobile devices, and other technology equipment at a basic level.
• Provide basic after-hours or off-duty support rotations as assigned.
• Triages, categorizes, and prioritizes support requests using the organization’s ticketing system.
• Execute troubleshooting procedures using established standards and best practices.
• Maintain a professional and customer-focused approach when interacting with users.
• Ensure all incidents, requests, and resolutions are accurately documented and completed within established service level agreements (SLAs).
• Escalate unresolved issues to appropriate technical resources in a timely manner.
• Communicate technical issues, resolution status, and support updates effectively and timely to customers, team members, and stakeholders.
• Identify opportunities to improve processes, service delivery, and user experience, and communicate recommendations to senior team members.
• Educate end users on technology processes, procedures, and best practices to improve system utilization and efficiency.
• Perform other duties as assigned.
• The Port of Virginia is a 24-hour, 7-day-a-week, 365-day-a-year operation, schedule and location may vary based on the needs of the operation.

Bachelor’s degree in Business, Information Systems, Data Analytics, or a related field (or equivalent experience). Licenses, Certifications, and Credentials Valid driver’s license; Transportation Worker Identification Credential are required. Work Experience Minimum of two years of relevant experience in IT, with helpdesk experience preferred. Skills Attention to detail and high degree of accuracy High Verbal and written communications skills High Organizational skills to prioritize work and report on progress Medium Knowledge of Microsoft Office Applications (Access, Excel and Outlook) at an intermediate level or beyond Medium Strong analytical and problem-solving skills., Selected applicant must be able to pass a pre-employment background check which may include any of the following: Academic record and verification of education and/or certifications; Employment history (including references); Criminal history; Driving record; Fingerprinting; drug and alcohol testing, Fit for duty Physical, Other records or information related to the candidate’s suitability for the position. Selected applicant must be able to obtain a TWIC (Transportation Workers Identification Card). The Port of Virginia is a 24-hour, 7-day-a-week, 365-day-a-year operation, schedule and location may vary based on the needs of the operation.