28 days old

IT Support/Help Desk Analyst

Trustwave Holdings, LLC
Reston, VA 20190
  • Job Code
Trustwave Holdings, LLC

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Category: Sales & Business Operations
Team: TGS
Location: Reston, Virginia


Position at Trustwave Government Solutions

Trustwave Government Solutions is a leading provider of data security and compliance services to the U.S. Federal government. Our team of security experts, ethical hackers and researchers, enables our government partners to transform the way they manage their information security and compliance programs results to ensure each customer receives valuable outcomes at the best value. The agencies we work with benefit from our collaborative, innovative approach to meeting their unique needs. We listen carefully and respond nimbly. Our solutions combine industry best practices with customized technology to ensure quality and integrity.

If you are seeking an exciting and rewarding opportunity to apply your IT skills with a growth-oriented technology company, Trustwave offers career advancement and a competitive compensation package with an excellent health and medical benefit package.

  • Provide level 1 support for end users including via phone, email and Teams Chat
  • Support of remote users using desktop management tools
  • Troubleshoot & resolve problems with end user equipment and software
  • Support latest Windows/Mac operating systems
  • Support latest Android/iOS operating systems
  • Diagnose and resolve complex end user support issues
  • User account provisioning and maintenance
  • Configure, upgrade, patch, and maintain standard laptop builds
  • Create and maintain documentation as it relates to end user systems, support and processes
  • Maintain inventory of end-user equipment

Technical Requirements:

The ideal candidate has professional IT Support experience (entry-level) and has demonstrated experience in:
  • Good customer service communication
  • Technical knowledge in both PC (Win 10) and Mac (MacOS 10.x.x)
  • Proficiency in Microsoft Office Suite (Office365, Outlook)
  • Experience with various hardware including: laptops, MacBooks, printers, peripherals, smartphones, and A/V equipment
  • Solid understanding of varying IT software and hardware platforms
  • Experience with remote management solutions including TeamViewer
  • Administer and Support office telephony equipment and services

General skills:
  • Willingness to learn and improve technical skills
  • Ability to prioritize and manage own tasks/responsibilities, ability to work independently and without supervision.
  • Passionate about customer service and the user experience
  • Ability to successfully balance multiple simultaneous demands and self-adjust to meet shifting priorities
  • Excellent oral and written communication skills
  • Willingness to occasionally work nights/weekend times, and to participate in an off-hours on-call schedule


We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

Trustwave Government Solutions is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Per Federal government contracting requirements, candidate must be a US citizen, as well as potentially pass and maintain a National Agency Check with Local Agency and Credit Checks (NACLC).

To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave's policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.



Posted: 2020-10-28 Expires: 2020-11-28

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IT Support/Help Desk Analyst

Trustwave Holdings, LLC
Reston, VA 20190

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