255 IT Support Specialists jobs in Richmond

• Issue and set up new workstations for incoming employees, including during orientations and refresh cycles
• Troubleshoot and issue peripheral devices such as monitors, docking stations, and I/O devices
• Manage and track IT support tickets using ServiceNow, Ivanti, and SharePoint
• Provide direct support via phone, remote sessions, and in-person for desktops, laptops, tablets, and printers
• Troubleshoot both software and hardware issues, improving overall service levels for field and central office staff
• Install, maintain, test, and upgrade new and existing hardware and software
• Perform advanced troubleshooting, root cause analysis, and escalate issues as needed
• Create internal job aids and documentation to assist staff with tools such as SharePoint, OneDrive, and Microsoft Office

• Strong customer service orientation with a Customer First mindset
• Proficiency with Windows 11, SharePoint Online, OneDrive, Teams, and Microsoft O365
• Experience in troubleshooting and administering desktops, laptops, and tablets
• Strong investigative and problem-solving skills
• Working knowledge of Active Directory, command line tools, remote support utilities, and basic networking
• Experience using IT service management platforms such as ServiceNow or Ivanti
• Understanding of modern IT trends, tools, and emerging technologies
• Ability to clearly communicate technical issues and solutions to both technical and non-technical users
• Experience supporting field and office staff across a distributed organization
• Basic understanding of software packaging and deployment, preferably with Ivanti End Point Manager (formerly LANDESK)

• Role requires the candidate to be ON SITE 4 days/week (and parking is NOT provided for contractors) .

• Provide telephone, walk-in, and e-mail support to the Help Desk FieldFacultyStaff Help Desk, as needed.
• Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
• Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
• Triage and route advanced second and third tier requests to the appropriate technical personnel.
• Provide timely resolution of problem 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.

• Ability to diagnose and resolve technical issues efficiently. This includes analytical skills to evaluate problems and implement effective solutions.
• Ability to explain technical concepts in simple terms to nontechnical users.
• A strong focus on customer service is essential, as the role involves interacting with users who may be frustrated or anxious.
• Hands-on experience in a help desk or technical support role and experience with ticketing systems such as Service Now.
• The ability to prioritize tasks, manage time effectively, and maintain detailed records of issues and resolutions.
• Experience with Microsoft office software including Outlook, Word, Excel, Access, PowerPoint, and Internet Explorer.
• Proficiency in various operating systems (Windows, macOS, Linux), understanding of network fundamentals (TCP/IP, DNS, DHCP).

Date Posted: 06/24/2025

Hiring Organization: Rose International

Position Number: 484563

Industry: Government/Staffing

Job Title: Technical Support Analyst

Job Location: Richmond, VA, USA, 23219

Work Model: Onsite

Shift: Regular

Employment Type: Temporary

FT/PT: Full-Time

Estimated Duration (In months): 13

Min Hourly Rate ($): 30.00

Max Hourly Rate ($): 38.00

Must Have Skills/Attributes: Communications, MS Office, SharePoint, Technology, Windows 10

Experience Desired: Experience assisting end users with a variety of technical issues (3 yrs); Experience assisting end users with a variety of technical issues (3 yrs)

Job Description

Only qualified Technical Support Analyst located near the Richmond; VA area will be considered due to the role requiring an onsite presence

Required Skills:

• Customer service professional with a great attitude (3 Years)

• Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc (3 Years)

• Hands on experience in a variety of ticketing/tracking tools related to IT Support (3 Years)

• Ability to perform root cause analysis and create documentation related to the cause and remedy (3 Years)

Desired Skills:

• Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc (3 Years)

About the Role: Client is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.

Responsibilities:

• Issues new workstations to incoming employees, coordinates issuance during employee orientations, internal refreshes, etc.

• Issue and troubleshoot peripheral devices provided alongside workstations (Monitors, docking stations, input/output devices, etc.)

• Manages and monitors customer IT issues using helpdesk tools - ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control

• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers

• Troubleshoot software and hardware problems and enhances the level of direct services to field staff

• Install, maintain, and assist in testing and upgrading of new and existing hardware and software

• Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems

• Creates job aids for internal client staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products

Interviews will be conducted ONSITE; NO exceptions and candidates MUST be able to work ONSITE 100%

Start Date: 07/14/2025

Location: Richmond, VA 23219 (Onsite)

Interview type: In Person interview Only

Only those lawfully authorized to work in the designated country associated with the position will be considered.

Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Location:

Remote, United States

Employment Type:

FullTime

Location Type:

Remote

Department

Customer Solutions

Compensation:

$106.2K - $124.7K - Offers Equity

At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click here ( .

Overview

We're not just building better tech. We're rewriting how data moves and what the world can do with it. With Confluent, data doesn't sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

About the Role:

We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow - whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.

What You Will Do:

• Working with customers to resolve a wide range of issues with their Confluent deployments

• Contributing to process development - we're a small team, so we're looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture

• Communicating with our Engineering team to provide real-time product feedback from the field

• Improving product documentation and authoring knowledge base articles

• Creating and reviewing product demos and internal tooling

• Working closely with the team behind Apache Kafka!

What You Will Bring:

• Excitement in learning about streaming data and becoming a domain expert in the Confluent Data Stream Platform

• Strong debugging skills for troubleshooting and resolving issues related to external or integrated software systems provided by third parties.

• Proficiency in Java or Scala

• Experience in diagnosing, reproducing and resolving customer issues

• Experience with Java, Databases, Cloud Object stores, Messaging systems, Cloud Functions is a plus

• Desire to make customers successful through direct interaction.

• Two out of these three:

• • Experience troubleshooting applications running on Linux (resource contention, network bottlenecks, etc.)
• • Operational knowledge of Java applications (stack, jmap, etc.)
• • Experience with at least one mainstream distributed system (e.g. Kafka, Kafka Connect, Spark etc)

Ready to build what's next? Let's get in motion.

Come As You Are

Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible.

We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Document, maintain, upgrade, or replace hardware and software systems.
• Support and maintain user account information including rights, security, and systems groups.
• Perform basic operations, monitoring, installation, troubleshooting, relocations, or maintenance of communications equipment.
• Identify and resolve basic communications problems.
• Prepare or assist in the preparation of service record documentation.
• Show awareness of standards and regulatory requirements related to assigned tasks.
• Provide technical assistance and support for applications and hardware problems.
• Install, maintain, move, and assist in testing and upgrading new and existing hardware/software.
• Review and recommend procurement of information technology equipment.
• Maintain the necessary security controls over software.

• Bachelor's degree in an Information Technology related discipline or equivalent work experience.
• Knowledge of IT Service Management: Incident, Change, Service Request, and Asset Management.
• General working knowledge of MS 365 applications, including Word, PowerPoint, Excel, Outlook, Forms, SharePoint, Teams, Bookings.
• Experience leading meetings, collecting requirements, finding solutions, escalating issues, researching issues and solutions, and preparing comprehensive communications.
• Experience troubleshooting hardware and software - hands-on or from a service desk.
• Demonstrated skills in creating professional communications to users.
• Ability to write clear emails explaining technical issues and work toward solutions, with follow-up capabilities.
• Basic understanding of various types of technology and the ability to research them to troubleshoot possible technical issues.
• PC/Hardware experience.
• Hardware/software troubleshooting experience.

• Demonstrated knowledge of Virginia Information Technologies Agencies policies and processes regarding PC Refresh.
• Demonstrated success working as a team member and collaborating to achieve objectives.
• Microsoft Office Specialist Certification - Associate or Above.
• Knowledge of and previous experience with Virginia Information Technologies Agency (VITA).
• Excellent project management skills and ability to manage multiple priorities.
• Some level of desktop support experience and supporting a Windows 10 environment.

• Agency Interview Type: In Person Only
• Work Arrangement: Hybrid

Triumph Services is seeking a Technical Support Analyst to join our client on a long-term contract. This position is onsite at the client's office in Richmond, VA.

DAY TO DAY RESPONSIBILITIES

Technical Support on the Help Desk which will involve:

. Software installs and troubleshooting such as Acrobat Adobe, camtasia, Microsoft Power BI
. Hardware setup and troubleshooting (laptops, monitors, printers, phones). Operating system for laptops is Microsoft Windows 11.
. Patching laptops for security compliance.
. Microsoft product support such as Teams, Power Automate, SharePoint.

#Dice

• Act as a first point of contact for providing technical support to all areas within the organization.
• Provide telephone, walk-in, and e-mail support to the Help Desk FieldFacultyStaff Help Desk, as needed.
• Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
• Installation, configuration, set up and maintenance setup of desktop and laptop computer hardware and software for faculty, staff.
• Triage and route advanced second and third tier requests to the appropriate technical personnel.
• Provide timely resolution of problem 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.

The Technical Support Analyst maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals. Documents, maintains, upgrades, or replaces hardware and software systems. Supports and maintains user account information including rights, security, and systems groups. Performs basic operation, monitoring, inst.