Help Desk Technician

RRMM is an award-winning, multi-disciplinary design firm. Every day our employees strive to create exceptional places to live, work, play, and learn. Our firm uses the power of design to strengthen and inspire the communities we serve. While we are large enough to rank nationally, RRMM Architects consists of a tight knit, collaborative group with diverse backgrounds and design experiences. We are united by the common interest to provide superior service to our clients.

The Position

We are seeking a dependable and customer-focused full-time Help Desk Technician to provide first-level technical support for employees across our organization. This role is responsible for troubleshooting hardware, software, network, account access, and peripheral issues while delivering timely, professional service and maintaining accurate support documentation.

Salary/Hourly Range

The salary/hourly range for this position is $19.23 – $33.65 per hour. Compensation offered will depend on a variety of factors, including but not limited to candidate’s qualifications, skills, relevant experience, education, and certifications.

• Serve as the first point of contact for employees requesting IT assistance by phone, email, remote support tools, or in person.
• Respond to, prioritize, document, and resolve help desk tickets in a timely and professional manner.
• Troubleshoot common hardware, software, printer, mobile device, connectivity, and account access issues.
• Perform password resets, user account updates, workstation setup, software installations, and basic system configuration.
• Escalate complex or recurring issues to senior IT staff when appropriate and follow up through resolution.
• Assist with new employee onboarding, equipment preparation, workstation deployment, and user training.
• Maintain accurate records of support requests, troubleshooting steps, resolutions, inventory updates, and recurring issues.
• Support basic network troubleshooting, including wired and wireless connectivity, VPN access, and peripheral device connections.
• Follow established IT policies, security procedures, and documentation standards.
• Provide courteous, clear, and patient technical guidance to users with varying levels of technical knowledge.
• Other duties as assigned within the IT department.

• Associate degree (or equivalent) or technical training in Information Technology preferred.
• Certification with Microsoft, or similar entry-level IT certification.
• Previous help desk, desktop support, customer service, or technical support experience preferred.
• Working knowledge of Windows desktops, Microsoft 365, common business applications, printers, scanners, and mobile devices.
• Basic understanding of networking concepts such as IP addresses, Wi‑Fi, VPN, DNS, and shared resources.
• Ability to diagnose and resolve basic technical issues using clear troubleshooting steps.
• Strong communication, customer service, organization, and documentation skills.
• Ability to manage multiple requests, prioritize work, and follow through on open issues.
• Must be dependable, detail‑oriented, and able to work independently as well as part of a team.
• Experience with remote support tools, endpoint management, or device imaging.
• Familiarity with Active Directory, Microsoft Entra , Exchange Online, SharePoint, Teams, and One Drive.
• Experience supporting both office-based and remote users.
• Knowledge of cybersecurity best practices, including phishing awareness, password security, and safe handling of company data.

RRMM Architects is an architectural and interior design firm with 140+ employees. Our home office is in Chesapeake, Virginia with other Virginia satellite offices in Richmond,…