Help Desk Support Technician

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Full Time Richmond, VA, US

2 days ago Requisition

At Whitman, Requardt & Associates, LLP, we are "People Focused and Project Driven". We have been in business for more than 110 years, and we are known for our quality work and quality employees. This is your chance to join our team - help us to design the infrastructure and buildings that improve the world!

We are currently seeking a motivated Technical Support Specialist to provide top‑notch technical support to end‑users of all levels with demonstrated ability to diagnose and resolve technical issues. This is an onsite position in our Richmond VA office.

As a Technical Support Specialist, you'll have the opportunity to gain valuable experience in the IT field while delivering the highest level of customer service and support. You'll be responsible for assessing problems quickly and responding with attention to detail, supporting a wide range of software and hardware issues, and researching and resolving IT issues while working independently and taking initiative.

• Exceptional Customer Service: Exceed customer expectations by providing timely and professional solutions.
• Analytical
  
  Skills:
  
  Evaluate complex problems and respond promptly with attention to detail.
• Timely Response: Address customer calls courteously and efficiently.
• Technical Support: Assist users with Windows 11, Microsoft 365 and MS Office Products, Teams, Apple iOS, and a variety of other applications.
• Proactive Issue Resolution: Identify and resolve issues before they escalate.
• System Setup: Configure computer systems to meet user needs.
• Asset Management: Maintain accurate inventory records.

• Coordinate with vendors: Ensuring prompt resolution of defective product issues and provide necessary support to customers.
• Help Desk ticketing: Capture and update tickets regularly, keeping the end users informed, capturing detailed information of resolutions.
• Occasional Travel: Travel as needed to provide on‑site support at branch offices.

• Bachelor’s degree in Information Technology or other relevant discipline required.
• 2-4 Years of relevant experience.
• CompTIA A+ and/or Microsoft Certification or related certification preferred.
• Applicant must have a valid driver's license and clean driving record.
• US Citizenship Required.

• Strong diagnostic and troubleshooting and problem‑solving skills for a wide range of technical issues.
• Solid knowledge of Windows 11 desktop operating systems, including installation, configuration and troubleshooting.
• Proficiency in working with MS Office and Office 365 suite, One Drive, and Teams.
• Understanding of Microsoft Active Directory account management, such as password reset, group memberships and group policy.
• Experience configuring, troubleshooting and repairing PC hardware.
• Basic understanding of LAN/WAN technology.
• Experience in supporting mobile devices, including Apple iOS and Android devices.
• Ability to work with non‑technical users patiently, providing them with clear and concise instructions and support.
• Strong oral and written communication skills are essential.
• Outstanding Customer Service oriented attitude.

• Performing physical activities such as bending, twisting, and kneeling.
• Repetitive motions involving the wrists, hands, and/or fingers.
• Lifting objects weighing up to 40 pounds and/or carting objects up to 40 lbs distances up to 20 yards.

WRA recognizes that employees play an important role in its success. Our commitment to full‑time employees is reflected in the comprehensive benefits package we offer.

• Flexible work schedule options.
• Competitive salary.
• Leave accrual and paid holidays.
• Healthcare benefits.
• Group Life Insurance, as well as additional optional life Insurance, short and long term disability insurance.
• Flexible spending accounts for medical and dependent care reimbursement.
• 401(k) Retirement Plan.
• Tuition Reimbursement.
• Employee Assistance Program.
• Parental and maternity leave benefits.

WRA…