Technical Support Specialist

2 days ago

Richmond, Virginia, United States Trillium Staffing Full time
Technical Support Analyst

Trillium Staffing is seeking a skilled Technical Support Analyst to join our team.

This role provides consultative and technical support services to staff to ensure timely problem resolution, system/data access, and optimal system performance.

  • Act as a first point of contact for providing technical support to all areas within the organization.
  • Provide telephone, walk-in, and email support to the Help Desk as needed.
  • Accurately document request history and work in the Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
  • Installation, configuration, setup, and maintenance of desktop and laptop computer hardware and software for faculty and staff.
  • Triage and route advanced second and third-tier requests to the appropriate technical personnel.
  • Provide timely resolution of problems or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services, software systems engineers, and application developers.
Requirements:
  • Ability to diagnose and resolve technical issues efficiently.
  • Required 3 Years
  • Ability to explain technical concepts in simple terms to non-technical users.
  • Required 3 Years
  • A strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious.
  • Required 3 Years
  • Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
  • Required 3 Years
  • The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
  • Required 3 Years
  • Experience with Microsoft Office software, including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
  • Required 3 Years
  • Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).
  • Required 3 Years

Trillium Staffing has been recruiting and placing professionals for over 30 years. 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 Staffing is an Equal Opportunity Employer.

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