Help Desk Support Specialist

4 hours ago


Richmond Heights, Virginia, United States SPECTRAFORCE Full time

Job Title: Help Desk Support – Sr

Location: Richmond, VA 23238, United States

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.


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