Help Desk Support Specialist

Job Title: Help Desk Support Specialist

Location: Richmond, VA (Hybrid: 3 days onsite, 2 days remote)

Job Type: 1-Year Contract

About the Role: . In this role, you will be the first line of support for our internal users, ensuring their hardware, software, and network issues are resolved quickly and efficiently. If you have a passion for problem-solving, excellent communication skills, and enjoy working in a collaborative hybrid environment, we want to hear from you.

Key Responsibilities:

• Provide timely and effective Tier 1 and Tier 2 technical support to end-users via phone, email, chat, and in-person walk-ups.
• Diagnose, troubleshoot, and resolve hardware and software issues (Windows and Mac environments).
• Log, track, and manage all support requests using the internal ticketing system (e.g., ServiceNow, Jira, or Zendesk), ensuring thorough documentation and timely resolution.
• Assist with user account management, including password resets, access provisioning, and onboarding/offboarding processes via Active Directory and Office 365.
• Set up, configure, and deploy IT equipment, including laptops, monitors, peripherals, and mobile devices.
• Support basic network and connectivity troubleshooting (VPN, Wi-Fi, LAN).
• Escalate complex issues to senior engineering or infrastructure teams when necessary.
• Maintain and update internal IT knowledge base articles and instructional documentation.

Required Qualifications:

• 1–3 years of experience in an IT Help Desk, Service Desk, or technical support role.
• Strong working knowledge of Windows 10/11 and macOS operating systems.
• Experience administering Microsoft Office 365, Active Directory, and standard enterprise applications.
• Familiarity with remote desktop support tools and ticketing systems.
• Exceptional customer service and interpersonal skills, with the ability to explain technical concepts to non-technical users patiently.
• Strong organizational skills and the ability to prioritize multiple urgent tasks.
• Must be able to work onsite in our Richmond, VA office 3 days per week.

Preferred Qualifications:

• CompTIA A+, Network+, or similar IT certifications are a plus.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.

Work Environment & Logistics:

• Contract Duration: 12 months (1 year).
• Schedule: Standard business hours, Monday – Friday.
• Work Model: Hybrid. Candidates must be local to the Richmond, VA area and comfortable commuting to the office 3 days a week.