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Technical Support Analyst

Trillium Professional is now seeking a Technical Support Analyst in Colonial Heights!

Key Responsibilities
-Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.
-Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).
-Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.
-Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.
-Knowledge Base Growth: Contribute to our internal “How-To” guides to help users (and the team) help themselves.

Technical Requirements
-Operating Systems: Proficiency in Windows 10/11 and macOS environments.
-Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.
-Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.
-Identity Management: Basic experience with Active -Directory or Azure AD (password resets, unlocking accounts, group memberships).
-Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.

Apply now!

What We’re Looking For:
-Communication Skills: The ability to translate “tech-speak” into helpful instructions for non-technical users.
-Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
-Active Listening: Picking up on the “clues” a user gives to diagnose an issue they might not have the words to describe.
-Clear Communication: The “Translate Tech-to-Human” skill—explaining complex fixes in simple, jargon-free language.
-Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.

Pay rate is $28/hour. Apply now!

Minimum Qualifications
·       Education: Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
·       Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops, and laptops).
·       Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.

Preferred Skills
·       Certifications: CompTIA A+, Network+, or Google IT Support Professional Certificate.
·       Customer Service: A background in Help Desk technical support, ideally in an academic or corporate setting.

Physical Requirements
·       Ability to work 100% on-site with possible Telework options
·       Ability to lift and move computer equipment (up to 30 lbs.) and navigate classroom environments to perform installations.
 

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.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for the employers and the California Fair Chance Act.

By applying to this job, I agree to receive electronic communications including SMS text and email regarding future opportunities, referral bonus incentives, and other promotions from Trillium. You may opt out at any time from future communications by responding STOP to any electronic communication. You may view our full privacy policy at https://trilliumstaffing.com/jobs/privacy/.

Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and other leave, if applicable. Trillium’s offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.

 

Contact Us if you have any questions

Our intentions are to fill job vacancies as quickly as possible with qualified candidates. We are always accepting applications if a time sensitive job has an application deadline it is noted in the job description. Click on "Apply" to begin the apply process.