Help Desk Support Specialist

Help Desk Support Technician

Location: Richmond, VA (hybrid)

Salary: $75,000 – $95,000

Employment Type: Full-Time

We are seeking a Help Desk Support Technician with at least 3 years of hands‑on IT support experience to join a growing organization of approximately 125 users. This role will provide technical support across a mixed Windows and macOS environment, serving as a key resource for end‑user support, troubleshooting, and issue resolution. The ideal candidate will possess strong technical skills, exceptional communication abilities, and a customer‑service‑oriented mindset.

Experience supporting users within an advertising, creative, or marketing agency environment is highly preferred.

• Provide Tier 1–3 technical support for end users in a Windows and macOS environment.
• Troubleshoot and resolve hardware, software, operating system, application, network, and connectivity issues.
• Respond to and manage support requests through the ticketing system, ensuring timely resolution and communication.
• Escalate complex technical issues to senior IT staff or external vendors when necessary.
• Administer and support user accounts, permissions, and security groups within Active Directory.
• Configure, deploy, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and peripherals.
• Assist with onboarding and offboarding processes, including account creation, equipment provisioning, and access management.
• Support Microsoft 365 applications including Outlook, Teams, One Drive, and Office Suite.
• Document troubleshooting steps, resolutions, and IT procedures.
• Maintain a high level of customer service and professionalism while supporting employees across the organization.
• Collaborate with internal teams to identify recurring issues and recommend process improvements.

• Minimum of 3 years of Help Desk, Desktop Support, or IT Support experience.
• Strong experience supporting both Windows and macOS environments.
• Hands‑on experience with Active Directory, including user account administration, password resets, group management, and access provisioning.
• Experience troubleshooting Microsoft 365 applications and desktop productivity tools.
• Familiarity with ticketing systems and incident management processes.
• Strong understanding of computer hardware, operating systems, and basic networking concepts.
• Excellent verbal and written communication skills with the ability to support both technical and non‑technical users.
• Strong organizational skills and ability to prioritize multiple support requests.

• Experience supporting users within an advertising, creative, marketing, or agency environment.
• Exposure to cloud‑based collaboration tools and endpoint management solutions.
• Experience with Microsoft Entra  (Azure AD), Intune, JAMF, or similar device management platforms.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, or Apple certifications are a plus.

• Customer‑focused and service‑oriented.
• Strong problem‑solving and troubleshooting abilities.
• Effective communicator with a professional demeanor.
• Able to work independently while collaborating with team members.
• Detail‑oriented with a proactive approach to support and issue resolution.

This is an excellent opportunity for a well‑rounded IT support professional who enjoys working in a collaborative environment and supporting a diverse user base across both PC and Mac platforms.