Help Desk Support Technician

Trillium Staffing is now seeking a Help Desk Support Technician in Mechanicsville, VA! Essential Job Functions: •Able to Identify, research, and resolve technical and procedural issues. •Respond to telephone calls, emails, tickets, and personnel requests for technical support. •Documents, tracks, and monitors issues/tickets to ensure a timely resolution. •Escalate unresolved issues/ticket to Tier II/III support. •Must read and comprehend technical procedures and Standard Operating Procedures (SOPs). •Communicate accurate and useful status updates. •Manage and report time spent on all work activities. •Must be able to work in a team environment. •Must be customer service focused. •Work independently and proactively with minimal supervision/direction. •Flexible and able to adapt to a rapidly changing environment. •Must be able to work flexible shift schedules, to include nights, weekends, and some holidays. Pay rate is $29 per hour. Apply now! •Technical problem resolution, judgment, and decision-making skills. •Strong analytical, interpersonal, and written/verbal communication skills. •Two years of technical customer service experience or equivalent education. •Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member. •Flexible and able to adapt to a rapidly changing environment. •Ability to communicate well and work independently with minimum supervision. •Willingness to learn new technologies, dive into challenges and take direction. •Strong understanding of computer systems, including hardware and software and networks. •Excellent analytical abilities to identify, diagnose and resolve customer call and email issues. •Strong problem-solving abilities with skills in analyzing and resolving technical issues. •Correctly log and escalate queries in incident management system. •Monitor open issues, keep users informed of status. Preferred: •Degree in a relevant field preferred or equivalent relevant experience in IT support. •ITIL certification preferred •Network+, A+ or Security+ Certification preferred.. Experience with Ticketing Systems (ServiceNow preferred).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.