Technical Support Analyst

Trillium Staffing - Richmond, VA

Full-time

Richmond, VA

Administrative and Support Services

About the position

Trillium is seeking a local candidate for an on-site technical support position focused on providing assistance to Windows desktop users in an enterprise environment. The role involves managing IT issues, troubleshooting hardware and software problems, and enhancing service delivery to field staff.

Responsibilities

• Issue new workstations to incoming employees and coordinate issuance during employee orientations and internal refreshes.
• Issue and troubleshoot peripheral devices provided alongside workstations, such as monitors and docking stations.
• Manage and monitor customer IT issues using helpdesk tools like ServiceNow, Ivanti, and SharePoint.
• Provide support over the phone, in person, and using remote control.
• Assist customers in managing and fixing software and application issues on desktops, laptops, tablets, and printers.
• Troubleshoot software and hardware problems to enhance direct services to field staff.
• Install, maintain, and assist in testing and upgrading new and existing hardware and software.
• Provide advanced problem management, troubleshooting, root cause analysis, and escalations to resolve customer problems.
• Create job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products.

Requirements

• Strong customer service skills with a Customer First attitude.
• Extensive skills and experience in desktop products including Windows 11, SharePoint Online, OneDrive, Teams, and MS O365.
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets.
• Excellent research and investigative skills.
• Knowledge and experience in Active Directory, cmd line tools, remote support tools, and basic networking.
• Experience in working with help request tracking and reporting tools.
• Knowledge of IT concepts, trends, and new technologies.
• Ability to troubleshoot hardware and software issues and communicate solutions to customers.
• Ability to communicate effectively orally and in writing with individuals and groups.
• Basic understanding of software packaging and deployment, preferably using Ivanti End Point Manager.