Tier 1 Helpdesk Analyst

Responsibilities

• Serve as the first point of contact for client support requests, resolving issues such as password resets, account lockouts, connectivity problems, software installations, printer and peripheral troubleshooting, and basic network issues
• Respond to incoming tickets promptly, triage by urgency and business impact, and meet defined SLA targets
• Provide remote support through RMM and remote access tools, with occasional on-site visits to client locations
• Deploy and image endpoints, configure new user accounts, and manage onboarding and offboarding tasks across Microsoft 365, Active Directory, and Entra
• Install, configure, and support standard business applications, workstations, printers, and peripherals
• Document all support interactions, troubleshooting steps, and resolutions thoroughly in the ticketing system
• Contribute to and maintain internal knowledge base articles and standard operating procedures
• Escalate complex or out-of-scope issues to Tier 2 with clear documentation of steps already taken
• Participate in the after-hours on-call rotation to support critical client issues outside business hours
• Collaborate with team members to continuously improve processes, tooling, and the client experience
• Maintain professionalism and a high level of customer satisfaction in every client interaction

• In-office schedule, Monday through Friday, 9:00 AM to 5:30 PM
• Participation in after-hours on-call rotation (approximately one week every six to seven weeks)
• Valid driver's license and reliable transportation
• Ability to lift up to 50 pounds (workstations, monitors, small network equipment)
• Ability to pass a background check
• High school diploma or equivalent required;
  Associate's or Bachelor's degree in IT or a related field preferred
• One or more years of experience in a help desk, technical support, or customer-facing IT role
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, and basic networking concepts (DNS, DHCP, VPN, TCP/IP)
• Familiarity with remote support tools, ticketing systems, and RMM platforms
• Strong written and verbal communication skills, with the ability to translate technical issues into plain language for end users
• Strong problem-solving skills, attention to detail, and the ability to prioritize effectively across competing tickets
• Professional demeanor when working directly with clients on-site or over the phone
• CompTIA A+, Network+, or Security+ certifications are a plus but not required

• Competitive salary based on experience
• Comprehensive health, dental, vision, and life insurance (dental and vision fully paid by Rappahannock IT)
• 401(k) with Safe Harbor employer match (eligible after one year of employment)
• 3 weeks paid vacation
• 3 weeks paid parental leave
• 11 paid federal holidays
• Company phone
• Certification and education reimbursement
• Collaborative and supportive team environment

Rappahannock IT is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We adhere to all regulations regarding inquiries into criminal backgrounds.