Help Desk Support - Sr

Job Title: Help Desk Support - Sr

Location: Richmond, VA 23238

Duration: ~6 months

Schedule: Training will be Monday-Friday for 4 weeks (approximately 9:00 AM-5:00 PM EST). After training, this role operates in a 24/7 helpdesk model, with shifts starting as early as 5:00 AM EST or as late as 11:00 AM-12:00 PM EST. Occasional weekend shifts may be required.

Job Description:

General Responsibilities

• Providing remote technical support for a fast-paced environment across multiple divisions, primarily focused on laptops (Windows PCs, Macs) and mobile devices.
• Delivering exceptional, customer-centric service and effectively managing expectations to ensure high satisfaction through clear communication and timely issue resolution.
• Developing and implementing best practices and processes to optimize the L2 Tech Escalations team's effectiveness.
• Maintaining excellent written and verbal communication, actively participating in cross-training initiatives, and contributing to site-level operational readiness and process enhancements.
• Efficiently managing assigned tickets, escalations, ad-hoc requests, and additional tasks while proactively identifying and addressing skill gaps.
• Collaborating closely with the team lead, serving as a backup when required, and fostering partnerships across platforms and with organizational stakeholders to expand the team's capabilities.
• Assisting with reports and metrics, providing regular updates to the team lead, and offering support to colleagues as needed.

Basic Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 1 year of Technical Operations experience.
• At least 1 year of experience with IT systems and infrastructure.
• At least 1 year of experience with desktop platforms and operating systems.
• At least 1 year of experience with incident management and reporting tools.

Preferred Qualifications

• Bachelor's Degree in Business, Information Systems, or Computer Science.
• 1+ year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.
• ITIL Certification.
• 1+ year of experience with Client.
• 1+ year of experience providing support for Windows 11, Client OS X, iOS, and Android platforms.
• 1+ year of experience with the Client Suite and Chrome.