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Technical Support Analyst

1 month ago

Richmond, United States Trillium Staffing Full time

Trillium Professional is now seeking a Technical Support Analyst in Richmond

The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.

Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams.

Help Desk Tech Job Duties include:
1.Respond to and direct help desk tickets to other technicians for resolution. Client uses an internal application for ticketing. Exp. with Remedy or similar ticketing apps is fine.
2.Perform installation and troubleshooting of PC’s, printers, iPhones and software.
3.Daily inspections of server room and data closets
4.Manage backup tape rotation and cases for offsite pickup
5.Perform network jack activation for correct VLAN
6.Basic customer training and support on Mitel phone operations. Prefer MiTel but will accept experience with other phone systems.
7.Weekly review of all outstanding Help Desk tickets and notify Team Lead of overdue tickets

Pay rate is $29 per hour. Apply now

Qualifications:
-The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment.
-They must also have a fundamental understanding of Personal Computer and Information Systems operations.
-The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing.
-The candidate also must be able to perform in a team environment
-Exp. with Remedy or similar ticketing apps is fine.
-Respond to and direct help desk tickets to other technicians for resolution Required 2 Years
-Installation and troubleshooting of PCs, printers, iPhones and software Required 2 Years
-Daily inspections of server room and data closets Required 1 Years
-Manage backup tape rotation and cases for offsite pickup Required 1 Years
-Some Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPN Required 1 Years
-Perform network jack activation for correct VLAN Required 2 Years
-Basic customer training and support on Mitel phone operations.
-Prefer MiTel, but will accept experience with other phone systems. Required 1 Years
-Weekly review of all outstanding Help Desk tickets and notify DCLS -Team Lead of overdue tickets Required 1 Years
-Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools Required 1 Years
-Strong presence, professional image, and ability to deal confidently with technical matters Desired
-Excellent verbal and written communications skills Desired
-Highly motivated, self-sufficient and able to work well independently Desired

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.