Job Title: Help Desk Support - Sr

Location: Richmond, VA 23238

Duration: ~6 months

Job Description: 
 

General Responsibilities

• 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 tickets, 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.

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Basic Qualifications

• 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 experience with incident management and reporting tools.

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Preferred Qualifications

• Bachelor’s Degree in Business, Information Systems, or Computer Science.
• 1+ year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.
• ITIL Certification.
• 1+ year of 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.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.00/hr.