Helpdesk Associate

Richmond National•Glen Allen, VA

10d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.