Helpdesk Associate

Job Title: Helpdesk Associate
Department: Information Technology
Location: On-site in Glen Allen, VA

Job Overview: We are seeking a highly motivated and customer-oriented individual to join our IT support team as a Helpdesk Associate. As a key member of the helpdesk team, you will be responsible for providing efficient and effective technical assistance to end-users, resolving issues, and ensuring smooth IT operations within the organization. This is an excellent opportunity for someone looking to kickstart their career in IT support and gain valuable experience in a dynamic work environment.

Responsibilities:
First-Line Support:

• • Serve as the first point of contact for end-users seeking technical assistance through various channels (phone, email, chat).
  • Diagnose and troubleshoot hardware, software, and network-related issues.

• • Create and manage support tickets using a helpdesk ticketing system.
  • Prioritize and escalate issues as necessary to ensure timely resolution.

• • Provide basic training to end-users on software applications and IT systems.
  • Assist in creating user guides and documentation for common issues.

• • Assist with the setup and configuration of desktops, laptops, printers, and other peripherals.
  • Install and update software applications, ensuring compatibility and proper functionality.

• • Work closely with other IT team members to share knowledge and best practices.
  • Collaborate with external vendors for problem resolution and procurement of IT equipment.

• • Perform routine maintenance tasks, such as software updates and system patches.
  • Monitor IT systems to identify and address potential issues before they impact end-users.

• • Assess current levels for equipment and consumables.
  • Report to management low levels for reorder.

• Educational background in Information Technology, Computer Science, or a related field.
• Strong communication and interpersonal skills.
• Basic understanding of IT concepts, including hardware, software, and networking.
• Familiarity with common operating systems (Windows, MacOS) and productivity tools.
• Customer-centric mindset with a passion for helping others.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• A willingness to learn and develop new skills in the IT support domain.

• Experience with helpdesk ticketing systems.
• Basic knowledge of Active Directory and user account management.
• Familiarity with remote support tools.
• Certifications are a plus.

Benefits Overview

• Medical, Dental, and Vision insurance plans. FSA/HSA plans available.
• Basic Life/AD&D/Short Term/Long Term Disability coverage.
• 401(k) - Company match of up to 6%
• Flexible PTO plan, 11 paid company-wide holidays, plus your birthday off.
• Recognized as a Top Workplace by Richmond Times-Dispatch

Equal Employment Opportunity (EEO)

Richmond National is an equal employment opportunity employer, the Company’s employment decisions and practices are not and will not be unlawfully influenced or affected by race, color, creed, age, religion, national origin, sex, disability, genetic information, veteran status, uniformed services, sexual orientation (including transgender status, gender identity or expression), gender, traits historically associated with race, such as hairstyle, pregnancy, childbirth, or related medical conditions or on any other characteristic protected by applicable federal, state, or local law. This policy of equal employment opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, and all other terms and conditions of employment.