IT Helpdesk Technician
$104,000,000–$124,800,000 year
On-siteRichmond, Virginia, United States
Job Summary
Serve as the primary point of contact for all end-user IT support requests via phone, email, ticketing system, and walk-up. Triage, prioritize, and resolve helpdesk tickets within established SLA targets using ServiceNow. Manage user account provisioning, modifications, and deprovisioning in Active Directory and Azure AD. Perform workstation imaging, deployment, and configuration using Microsoft Intune / Autopilot. Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive. Troubleshoot hardware issues across desktops, laptops, printers, mobile devices, and peripherals. Manage onboarding and offboarding processes, ensuring timely and accurate access provisioning. Maintain accurate asset inventory and documentation. Collaborate with the Helpdesk Manager on escalations, process improvements, and IT projects. Provide basic network troubleshooting support (VPN, Wi-Fi, LAN connectivity). This permanent, full-time role supports a stable, growing organization in the Mid-Atlantic Region. Occasional site visits may be required; less than 5% travel.
Required Qualifications
- Minimum 3–5 years of corporate helpdesk or desktop support experience in an enterprise environment
- Hands-on experience with Active Directory and Azure AD / Entra ID user administration
- Proficiency with Microsoft 365 administration and end-user support
- Experience with ServiceNow or equivalent enterprise ticketing system
- Familiarity with Microsoft Intune, Autopilot, or SCCM for device deployment and management
- Strong hardware troubleshooting skills across Windows-based endpoints
- Demonstrated ability to manage ticket queues and meet SLA targets independently
- Excellent communication skills - written and verbal - with a professional, user-focused approach
- Stable work history with demonstrated multi-year tenure at previous employers
- Less than 5% travel (no overnight travel)
Desired Qualifications
- CompTIA A+, Network+, or Security+ certification
- Experience with Microsoft Exchange or Exchange Online
- Familiarity with MDM platforms for mobile device support
- Experience supporting onboarding/offboarding workflows in a regulated or compliance-driven environment
- Associate's or Bachelor's degree in Information Technology or related field
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