Location: Richmond Virginia
Job Type: Contract, Hybrid
Job Title: Help Desk Support
Job Summary
The Level 1 IT Help Desk Technician provides first line technical support to internal employees in a fast paced, highly regulated banking environment. This role is responsible for troubleshooting basic hardware, software, and access issues, logging and tracking tickets, and escalating more complex issues to higher level support teams. The ideal candidate is customer focused, detail oriented, and eager to grow within IT support.
Key Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system
- Diagnose and resolve basic technical issues related to:
- Windows workstations and laptops
- Microsoft 365 (Outlook, Teams, OneDrive, etc.)
- Password resets, account lockouts, and access requests
- Printers, peripherals, and basic network connectivity
- Log, track, and update incidents and requests in the IT ticketing system
- Escalate unresolved or complex issues to Level 2 / Level 3 support teams following established procedures
- Follow security, compliance, and data privacy policies required in a banking/financial services environment
- Provide clear, professional communication and excellent customer service to end users
- Document common issues and resolutions to support knowledge base updates
- Assist with basic onboarding/offboarding tasks (user access, equipment setup)
Required Qualifications
- 1-3 years of experience in IT support, help desk, or technical customer service
- Basic understanding of:
- Windows operating systems
- Microsoft 365 applications
- Active Directory concepts (password resets, user accounts)
- Strong communication and customer service skills
- Willingness to learn and grow technical skills
