IT Support Specialist Job at TRC Companies, Inc. in Manassas

Overview

The Help Desk Specialist provides technical support to users by resolving hardware, software, and network issues via phone, email, or ticketing systems. Responsibilities include troubleshooting problems, documenting incidents, and escalating complex issues as needed. Strong communication skills and a solid understanding of IT fundamentals are essential. The role requires excellent customer service, efficient problem-solving, and a fast-paced environment.

Responsibilities

• Technical Skills

Technical Skills

• Advanced Technical Knowledge: In-depth knowledge of multiple operating systems (Windows, macOS), enterprise software, and hardware troubleshooting.
• Networking: knowledge of networking concepts (e.g., VLANs, routing, firewalls) and experience with network troubleshooting.
• Systems Administration: Experience with system administration tasks, including user account management, permissions, and security configurations.
• Help Desk Software: Advanced experience with help desk and ticketing systems (e.g., ServiceNow, Ivanti, Zendesk), including customization and reporting.
• Remote Support: Expertise in using and managing remote desktop tools and supporting remote users effectively.

Customer Service Skills

• Enhanced Communication: Exceptional verbal and written communication skills, with the ability to explain complex technical issues to non-technical users and write detailed, clear documentation.
• Escalation Management: Experience in handling escalated issues and working closely with higher-level technical teams to resolve complex problems.

Qualifications

• Proven Track Record: Demonstrated experience in a help desk or technical support role focusing on providing high-quality service and solving complex issues.
• Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified professional (MC).
• Project Management: Experience managing or participating in IT projects, including rollouts and system upgrades.

Additional Skills

• Advanced Troubleshooting: Expertise in diagnosing and resolving complex issues, including hardware, software, and network-related problems.
• Process Improvement: Experience identifying and implementing process improvements to enhance help desk efficiency and user satisfaction.
• Documentation and Reporting: Ability to create and maintain comprehensive documentation, including knowledge base articles, and generate reports on help desk performance metrics.

Benefits

• Medical, dental, vision, and disability insurance.
• 401k package that includes both traditional and Roth IRA options and Company match.
• Paid time off contingent upon full time or part time status and level of seniority (ranging from 15 to 25 days per year).
• All full-time employees enjoy a minimum of 8 Paid Holidays per year.
• TRC ensures that all employees, including those that work part-time, receive paid sick, family, and disability leave in accordance with the laws of their state of residence.
• These benefits are applicable to US employees depending on their employment status (full time, part time, or temporary). TRC offers jurisdiction specific benefit packages for International and Puerto Rico employees.

Compensation

Compensation will vary based upon experience, education, skill level, geographical location, and other compensable factors. Salary range displayed below: USD 34.00 - USD 36.06 per hour. Other compensation may include participation in the Company’s annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against KPIs which vary by year and employee.

Disclaimers

TRC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The complete job description and application are available on TRC’s career site. TRC accepts applications for this position on an ongoing, rolling basis and reserves the right to cancel this posting at any time.

Salary Range: USD $34.00 - USD $36.06 /Hr.

For reference, roles such as Helpdesk Technician Level II (Fri-Tues schedule) and IT Support positions in the area may be posted periodically.

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.