Technical Support Specialist

Key Responsibilities

• Provide on-site technical support for employees (Windows, macOS, printers, monitors, peripherals)
• Configure and deploy laptops and workstations
• Aid with onboarding and offboarding (account setup, device provisioning, access control)
• Troubleshoot network connectivity, VPN access, and email issues
• Manage and maintain conference room equipment
• Cook up coordination with vendors for hardware procurement and repair
• Maintain IT asset inventory and documentation
• Ensure systems comply with company security standards
• Client-Facing Level 1 Support
• Respond to inbound technical support requests from clients
• Aid users with: downloading and installing mobile or web applications, clearing browser cache and cookies, password resets, basic troubleshooting steps, device compatibility questions, logging and documenting all tickets accurately in the support system, escalating complex issues to Level 2 / Engineering teams, following up with clients to ensure resolution and satisfaction

Qualifications

• 2–5 years of IT support or help desk experience
• Strong troubleshooting skills (Windows, macOS, browsers)
• Experience with ticketing systems (Jira, Zendesk, Freshdesk, etc.)
• Excellent communication skills (clear, patient, professional)
• Ability to work on-site in Glen Allen, VA
• Strong organizational skills and attention to detail

Preferred

• Experience supporting SaaS applications
• Familiarity with HIPAA or healthcare technology environments
• Basic networking knowledge (DNS, DHCP, VPN concepts)
• Experience with device management tools (Intune, MDM, etc.)