HelpDesk/ Desktop Support

Immediate need for a talented HelpDesk/ Desktop Support. This is a 06+ months with possible extension opportunity with long-term potential and is Richmond, VA/Plano, TX/McLean, VA (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-93629

Pay Range: $25 - $30 /hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• The Problem Management & Escalations team is seeking a skilled and committed Level 2 IT Support Specialist.
• The successful candidate will deliver exceptional customer service as part of a well-established team responsible for managing escalated incidents from Level 1 Support through our Service Desk.
• This role will primarily focus on providing remote support for a range of devices; including Windows PCs, Macs, and Mobile Devices.
• Providing remote technical support for a fast-paced environment across multiple divisions, primarily focused on laptops (Windows PCs, Macs) and mobile devices.
• Delivering exceptional, customer-centric service and effectively managing expectations to ensure high satisfaction through clear communication and timely issue resolution.
• Developing and implementing best practices and processes to optimize the L2 Tech Escalations team's effectiveness.
• Maintaining excellent written and verbal communication, actively participating in cross-training initiatives, and contributing to site-level operational readiness and process enhancements.
• Efficiently managing assigned escalations, ad-hoc requests, and additional tasks while proactively identifying and addressing skill gaps.
• Collaborating closely with the team lead, serving as a backup when required, and fostering partnerships across platforms and with organizational stakeholders to expand the team's capabilities.
• Assisting with reports and metrics, providing regular updates to the team lead, and offering support to colleagues as needed.

Key Requirements and Technology Experience:

• Skills: HelpDesk/ Desktop Support- Windows / Mac OS support, Phone/Call support, Troubleshooting, Active Directory
• High School Diploma, GED, or equivalent certification
• At least 1 year of Technical Operations experience
• At least 1 year of experience with IT systems and infrastructure
• At least 1 year of experience with desktop platforms and operating systems
• At least 1 year of with incident management and reporting tools
• Bachelor s degree in business, Information Systems, Computer Science
• 1+ year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• ITIL Certification
• 1+ year experience with Client
• 1+ year of experience providing support for Windows 11, Client OS X, iOS, and Android platforms
• 1+ year of experience with the Client Suite and Chrome

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration

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