Help Desk (Tier 1 Support)

Location: Richmond, VA • Contract-to-Hire • 1st Shift (7am-3:30pm)

Position Summary

The Helpdesk Technician (level 1 support) is responsible for installing, maintaining, troubleshooting, and supporting desktop/laptop hardware, software, peripherals, printers, and mobile devices within a corporate & manufacturing environment. This role provides first-line technical support to end users while ensuring accurate asset tracking, system imaging, software deployment, and adherence to company IT standards and procedures.

Responsibilities

• Install, configure, repair, and perform preventative maintenance on desktop and laptop systems, printers, and related peripherals
• Provide first-line technical support for hardware, software, printer, and network connectivity issues
• Troubleshoot desktop, laptop, software, and hardware failures and identify network-related issues affecting end users
• Install software applications, operating system patches, upgrades, and security updates
• Configure and support corporate cellular phones according to company standards
• Perform imaging and deployment of desktops and laptops in standardized environments
• Maintain accurate physical and logical inventory tracking of all supported PC assets
• Manage printer-related supplies and coordinate maintenance needs
• Assist end users in determining appropriate software solutions to meet business needs
• Collaborate with Network Administrators and IT Analysts to resolve escalated network issues
• Coordinate with third-party vendors for hardware repair and replacement services
• Document support activities, asset management updates, and troubleshooting resolutions
• Support continuous improvement initiatives and perform additional duties as assigned

Qualifications

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field preferred
• Minimum 2 years of related IT support experience (Level I)
• Experience supporting desktop systems, laptops, peripherals, and end-user technologies preferred

Technical Skills

• Strong knowledge of PC hardware and software architecture
• ServiceNow Ticketing experience preferred
• Experience supporting:
  • Windows 10 and Windows 11
  • Microsoft Office
  • Basic networking
• Working knowledge of Active Directory
• Experience with desktop imaging and deployment processes
• Understanding of help desk procedures and ticketing systems
• Strong troubleshooting and problem-solving abilities
• Familiarity with networking fundamentals and connectivity troubleshooting

Professional Skills

• Strong written and verbal communication skills
• Ability to read and interpret technical manuals, procedures, and documentation
• Strong organizational and time management skills
• Ability to prioritize tasks and work independently in fast-paced environments
• Strong analytical and critical-thinking abilities
• Ability to train and mentor junior team members (Senior Level)
• Demonstrated initiative and sound judgment in resolving technical issues

Preferred Certifications

• Microsoft Certified Systems Engineer (MCSE) or equivalent certification preferred

Pay

$25.00/hr - $30.00/hr