Help Desk Support Specialist

Job Title:
Help Desk Support

Location:
Richmond, VA (Onsite Tuesday–Thursday; Remote Monday & Friday)

Work Schedule:
Must be open to flexible shifts (details below)

Type:
Contract

Interview Process:
One 30-minute round with Hiring Manager

Overview
:

• We are seeking a motivated and customer-focused IT Help Desk Specialist to join our growing technology support team. In this role, you will be the first point of contact for internal users, providing remote technical assistance, troubleshooting application issues, and ensuring prompt and effective resolution of IT incidents.
• This is an excellent opportunity for professionals who are passionate about technology, problem-solving, and delivering exceptional user support in a dynamic enterprise environment.

Key Responsibilities:

• Serve as the first point of contact for internal employees via chat, phone, or ticketing system.
• Provide technical assistance and support for software applications and system access issues.
• Utilize remote access tools to diagnose and resolve end-user problems efficiently.
• Monitor and manage incoming tickets in ServiceNow or similar ticketing platforms.
• Escalate unresolved issues to higher-level support teams when necessary.
• Document issues, resolutions, and troubleshooting steps clearly in the ticketing system.
• Assist in onboarding new team members and support training initiatives when needed.
• Maintain professionalism and accuracy when handling sensitive or time-critical user requests.

Work Schedule & Training:

• The Help Desk operates 7 days a week, from 5:00 AM to 11:00 PM.
• Shifts may vary (examples: 5 AM–2 PM, 1 PM–11 PM).
• Schedules can be Monday–Friday, Tuesday–Saturday, or Wednesday–Sunday.
• Training: Monday–Friday, standard business hours (8 AM–5 PM).
• Candidates must be flexible and open to any schedule assigned after training.

Qualifications:

• 1–3 years of experience in IT Help Desk, Technical Support, or Service Desk roles.
• Strong understanding of troubleshooting methodologies for software and system access issues.
• Hands-on experience using remote support tools (e.g., Bomgar, RDP, or similar).
• Familiarity with ServiceNow or other enterprise ticketing systems preferred.
• Excellent communication and problem-solving skills.
• Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
• Flexibility to work varying shifts, including weekends if required.

Preferred Skills:

• Experience supporting enterprise environments or financial applications.
• Basic understanding of Active Directory, password resets, and access management.
• Customer service background with strong attention to detail.

Why Join Us:

• Work in a fast-paced enterprise environment supporting critical business systems.
• Gain hands-on experience with advanced IT tools and enterprise support processes.
• Opportunity to grow your technical and customer service skills in a collaborative team.