IT Helpdesk Technician

Atlantic Constructors•Richmond, VA

1d•Onsite

About The Position

This position is the frontline of IT support for our user base - responsible for resolving hardware, software, and connectivity issues while maintaining a high standard of service and professionalism. This is a permanent, full-time position suited for someone who thrives in a structured corporate environment, takes pride in reliable service delivery, and is looking to plant roots with a stable and growing organization.

Requirements

Minimum 3–5 years of corporate helpdesk or desktop support experience in an enterprise environment
Hands-on experience with Active Directory and Azure AD / Entra ID user administration
Proficiency with Microsoft 365 administration and end-user support
Experience with ServiceNow or equivalent enterprise ticketing system
Familiarity with Microsoft Intune, Autopilot, or SCCM for device deployment and management
Strong hardware troubleshooting skills across Windows-based endpoints
Demonstrated ability to manage ticket queues and meet SLA targets independently
Excellent communication skills - written and verbal - with a professional, user-focused approach
Stable work history with demonstrated multi-year tenure at previous employers

Nice To Haves

CompTIA A+, Network+, or Security+ certification
Experience with Microsoft Exchange or Exchange Online
Familiarity with MDM platforms for mobile device support
Experience supporting onboarding/offboarding workflows in a regulated or compliance-driven environment
Associate's or Bachelor's degree in Information Technology or related field

Responsibilities

Serve as the primary point of contact for all end-user IT support requests via phone, email, ticketing system, and walk-up
Triage, prioritize, and resolve helpdesk tickets within established SLA targets using ServiceNow
Manage user account provisioning, modifications, and deprovisioning in Active Directory and Azure AD
Perform workstation imaging, deployment, and configuration using Microsoft Intune / Autopilot
Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
Troubleshoot hardware issues across desktops, laptops, printers, mobile devices, and peripherals
Manage onboarding and offboarding processes, ensuring timely and accurate access provisioning
Maintain accurate asset inventory and documentation
Collaborate with the Helpdesk Manager on escalations, process improvements, and IT projects
Provide basic network troubleshooting support (VPN, Wi-Fi, LAN connectivity)