256 IT Support Specialists jobs in Richmond

• Cloud & AI-Driven Product Support: Become an authority on our software suite, mastering Microsoft technologies and cloud platforms like Azure and Office 365. You'll analyze and troubleshoot software issues, using insights from data logs and development resources to solve complex issues in the Microsoft Cloud.
• Empowering Customer Success: Be a trusted advocate for our customers by offering effective, empathetic, and fast solutions via phone, email, and remote support sessions. Your knowledge will guide customers through the implementation and optimization of our products, ensuring they maximize the benefits of our cloud-based and AI-enhanced tools.
• Collaborative Troubleshooting: Work closely with cross-functional teams to resolve issues and enhance our products. From reviewing logs to conducting root cause analysis, you'll play a key role in ensuring technical issues are swiftly addressed.
• Content Creation & Knowledge Sharing: Share your findings with a wider audience by contributing to public-facing articles that help customers resolve common issues. Your insights will help shape a knowledge base for our community.
• Continuous Learning & Development: Stay on top of the latest tech trends and our product updates through hands-on learning, giving you an edge in cloud, AI, and Microsoft-based support.

• BA/BS in an IT-related field (Computer Science is a plus!)
• 3+ years of experience in technical support, IT helpdesk, or cloud support
• Exceptional communication skills and a strong customer-focused approach
• 2+ years of experience in the Microsoft tech stack (Azure, SharePoint, Microsoft 365, Windows Server, SQL Server, and IIS)
• Hold one or more Microsoft certifications or equivalent
• The ability to quickly learn and troubleshoot multiple proprietary software products

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

• 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

AtVertiGIS, we build powerful GIS software. Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esri's ArcGIS. For decades, professionals have relied upon us to overcome complex technical challenges so that they can make a significant impact in the world.

VertiGIS offers meaningful careers that grow with you over time, encourage you to think creatively, and connect you with customers who are making a difference in the world. We are passionate, high-performing individuals that come from a diverse set of educational, cultural, and professional backgrounds. What we all have in common is our drive to do excellent work, support each other as we grow, and enjoy the beautiful places where we live.

The Position

A Technical Support Analyst is responsible for providing technical support to internal and external clients including: fielding and resolving technical issues with end customers and providing troubleshooting support and solutions to employees and customers. In addition, this position assists with updates to knowledge articles and similar user-facing documentation.

Responsibilities:

• Responding to technical support inquiries from customers in a timely fashion.

• Track and manage support activities using Zendesk.
• Ensuring customers continue to get full value for their software and solutions, by supporting software versions installed by those customers until upgraded or retired.
• Escalating tickets as necessary for technical assistance.
• Reviewing and revising knowledge articles.
• Providing occasional phone and email coverage over evenings and weekends.

• Performing other duties and special projects as required.

• Enthusiasm and a passion for technology; with an eagerness to solve complex software issues. You like to solve a puzzle, even if sometimes there is a piece or two missing.
• A genuine dedication to customer care/service. You truly like to help people, and find it makes you happy when you make a customer happy.

• Strong analytical and troubleshooting skills.
• Strong written and verbal communication skills.
• Aptitude for learning new technologies with minimal supervision.

• Experience in a help desk environment, telecommunications, or GIS related field.
• Post-secondary education in Computer Science, Software Engineering, or Geography (or equivalent experience).
• Experience with software development of Windows desktop or Web applications.
• Experience working with Microsoft enterprise software including SQL Server or Oracle Database.

• Top-notch colleagues that like and respect one another
• We listen to peoples' ideas-and act on them
• A supportive environment with opportunity for training, professional development,and advancement
• Challenging, interesting work

• Medical, Dental, Vision options
  • Company covers 63% of the medical and dental premiums
• Company provided Short Term Disability, Long Term Disability, and Life AD&D
• 401K Safe Harbor with automatic 3% employer contribution after 90 days
• And more!

• A hybrid working model allowing employees to split time between the office and home
• A convenient location in the Arboretum directly off Powhite Parkway
• Onsite gym and café
• Snacksand coffee provided

• 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.

• Answering all calls for the Helpdesk, creating tickets, and assigning them to the Helpdesk analysts.
• Candidate performs password resets, and unlocks AD, eSCC, and RSA accounts as needed.
• Candidate is responsible for all new hire PC builds and the deployment of that equipment to the new hires' office.
• Candidate is also responsible for the reimaging of all PCs returned to the Helpdesk for redeployment.
• Additionally, the Candidate installs software to end user PCs as requested.
• Candidate performs PC troubleshooting as needed.
• Candidate manages loaner laptops ensuring they are updated and patched as needed. Candidate reimages them once they are returned to the Helpdesk for future deployments to SCC staff.

• Provide client support by resolving their technical issues via email, phone, or in-person
• Perform accurate account administration tasks.
• Being resourceful and providing quick, effective, IT support and troubleshooting.
• Support telecommunication system hardware and software
• Install PC hardware and peripheral components
• Provide accurate clear ticket documentation and maintain proper ticket hygiene.
• Asset management
• Keeping all work areas clean and organized
• Other related duties as assigned

• Ability to support Windows OS 10&11, Office 365, and One Drive
• Strong oral and written communication skills
• Proven ability to interact with employees at all levels
• Ability to prioritize tasks and work accurately and efficiently.

• Bachelor's Degree Preferred
• A+ preferred
• 2+ years technical support experience required

• This job operates in a professional, office environment in Richmond, VA, with periodic travel to other locations on Lansing business (including branches).
• Expected hours of work-full time position, Mon-Fri 8:00am-5:00pm
• Travel-10%-15%

• Coverage to support your overall well-being: Medical, Dental, Vision, HSA with company contributions, Health Advocate and EAP
• Investment in your future: Competitive 401k, Employer Match of 50% up to 15% of salary
• Culture: Great Place to Work Certified every year since 2019
• Work/Life Balance: Paid Vacation & Sick Days
• Growth/Development: Tuition Reimbursement & Training Programs

• Company Paid Parental Leave
• Company Paid Life Insurance
• Short Term & Long-Term Disability
• Paid Holidays
• Health and Wellness program
• Volunteer Time

We are seeking a customer-focused Help Desk Technician to provide technical support to end-users. The ideal candidate will troubleshoot hardware, software, and network issues while delivering excellent customer service. This role requires strong problem-solving skills, attention to detail, and the ability to communicate technical solutions effectively.

Key Responsibilities:

• Respond to technical support requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and update software and operating systems.
• Assist users with account setup, password resets, and access management.
• Document troubleshooting steps and solutions in the knowledge base.
• Escalate complex issues to higher-level support teams as needed.
• Provide basic training and guidance to end-users.
• Ensure compliance with IT policies and security protocols.

• Associate's or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• Previous experience in a help desk or IT support role preferred.
• Proficiency in Windows, macOS, and common software applications.
• Basic networking knowledge (TCP/IP, VPN, Wi-Fi troubleshooting).
• Strong customer service and communication skills.
• Ability to multitask and prioritize tasks effectively.
• Experience with a ticketing system (e.g., ServiceNow, Zendesk) is a plus.
• Certifications such as CompTIA A , ITIL, or Microsoft certifications are a plus.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
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• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

• Strong customer service skills with a Customer First attitude.
• Extensive skills and experience in desktop products including but not limited to 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, basic networking.
• Experience in working with help request tracking and reporting tools.
• Knowledge of IT concepts and trends and new technologies.
• Ability to troubleshoot hardware and software issues and communicate solutions to customers both in the Central Office and in the field.
• Ability to communicate effectively orally and in writing with individuals and groups.
• Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite).

• Create job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products.
• Manages and monitors customer IT issues using helpdesk tools - ServiceNow, Ivanti, and SharePoint. Support over the phone, in person, and using remote control.
• 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.).
• 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.