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

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