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It Helpdesk Associate Jobs in Virginia (NOW HIRING)

RQ Construction

IT Help Desk

Virginia Beach, VA · On-site

$29 - $35/hr

RQ Construction is looking for an IT Help Desk Technician to join our team in Virginia Beach, VA. Serving as the frontline resource for technical support, you'll assist employees across our offices ...

RQ Construction

IT Help Desk

Virginia Beach, VA · On-site

$29 - $35/hr

RQ Construction is looking for an IT Help Desk Technician to join our team in Virginia Beach, VA. Serving as the frontline resource for technical support, you'll assist employees across our offices ...

VG Systems

Tier 1 IT Help Desk Intern

Quantico, VA · On-site

$16 - $21.25/hr

VG Systems, LLC is seeking motivated and career-driven candidates for a Tier 1 IT Help Desk Internship Program. This unpaid internship is designed to provide hands-on exposure to IT support ...

VG Systems

Tier 1 IT Help Desk Intern

Quantico, VA · On-site

$16 - $21.25/hr

VG Systems, LLC is seeking motivated and career-driven candidates for a Tier 1 IT Help Desk Internship Program. This unpaid internship is designed to provide hands-on exposure to IT support ...

Ascendancy Group LTD

N6/IT Manager

Virginia Beach, VA · On-site

$84K - $104K/yr

Assists in establishing command N6/IT helpdesk. * Support to include collateral duty programs associated with Command N6. * Assists in maintaining continuity for commands N6 Department once ...

Guidance Residential

IT Support Coordinator (On-site)

Reston, VA · On-site

$22.50 - $30.75/hr

Help-Desk Support Functions * Provide responsive help desk support by monitoring, prioritizing, and ... Assists the IT Help Desk in providing timely, accurate and well-documented support for workstations ...

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It Helpdesk Associate information

What are some typical challenges an IT Helpdesk Associate may face when supporting end-users, and how can they effectively manage them?

IT Helpdesk Associates often encounter challenges such as handling high volumes of support requests, addressing users with varying levels of technical proficiency, and troubleshooting a wide range of hardware and software issues under time constraints. Effectively managing these challenges requires strong communication skills, patience, and the ability to prioritize tasks based on urgency. Building a solid knowledge base, documenting solutions, and collaborating closely with other IT team members can also help streamline support and improve resolution times.

What are IT Helpdesk Associates?

IT Helpdesk Associates are professionals who provide technical support and assistance to users experiencing hardware, software, or network issues. They act as the first point of contact for troubleshooting problems, answering questions, and resolving technical concerns either remotely or in person. Their responsibilities often include installing and configuring computer systems, diagnosing faults, and guiding users through step-by-step solutions. IT Helpdesk Associates play a crucial role in maintaining the smooth operation of an organization's IT infrastructure and ensuring user satisfaction.

What are the key skills and qualifications needed to thrive as an IT Helpdesk Associate, and why are they important?

To thrive as an IT Helpdesk Associate, you need strong troubleshooting skills, foundational IT knowledge, and often a relevant degree or CompTIA A+ certification. Familiarity with ticketing systems, remote desktop tools, and operating systems like Windows and macOS is typically required. Excellent communication, patience, and problem-solving abilities help you effectively assist users and manage stressful situations. These skills and qualities are crucial for quickly resolving technical issues, ensuring user satisfaction, and maintaining smooth IT operations.

What is the difference between It Helpdesk Associate vs IT Support Technician?

AspectIt Helpdesk AssociateIT Support Technician
CertificationsCompTIA A+, Network+CompTIA A+, Network+
Work EnvironmentHelpdesk, call center, on-site supportOn-site, remote, or field support
ResponsibilitiesResponding to user issues, troubleshooting basic hardware/softwareDiagnosing and resolving hardware/software problems, more technical tasks
Industry UsageCommon in corporate and SMBsCommon in corporate, enterprise, and technical support roles

The main difference between an It Helpdesk Associate and an IT Support Technician lies in the scope of responsibilities. Helpdesk associates typically handle initial user support and basic troubleshooting, while IT support technicians perform more advanced technical tasks and diagnostics. Both roles often require similar certifications and work in similar environments, but technicians usually have a broader technical skill set.

What are the most commonly searched types of It Helpdesk jobs in Virginia? The most popular types of It Helpdesk jobs in Virginia are:
What are popular job titles related to It Helpdesk Associate jobs in Virginia? For It Helpdesk Associate jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching It Helpdesk Associate jobs in Virginia look for? The top searched job categories for It Helpdesk Associate jobs in Virginia are:
What cities in Virginia are hiring for It Helpdesk Associate jobs? Cities in Virginia with the most It Helpdesk Associate job openings:
It Helpdesk Associate jobs near you
IT Help Desk Manager

IT Help Desk Manager

Davenport & Company

Richmond, VA

Full-time

Medical, Dental, Life, Retirement, PTO

Posted 20 days ago

Job description

IT Help Desk Manager
Location: Richmond, VA (Onsite Only)
Department: Information Technology
OVERVIEW:
The IT Help Desk Manager is responsible for leading all end-user support operations at Davenport amp; Company, ensuring consistent delivery of high-quality, responsive, and secure IT services. This role oversees Help Desk personnel, manages service performance, and drives continuous improvement of support processes to enhance the overall customer experience for both employees and clients.
The Manager serves as both a technical leader and operational owner of Help Desk services, ensuring alignment with business objectives, regulatory requirements, and IT best practices.
RESPONSIBILITIES:
Responsibilities of this position include, but are not limited to:
Leadership amp; Team Management
  • Lead and manage Help Desk Technicians and interns, providing direction, coaching, and performance management
  • Conduct hiring, onboarding, training, and ongoing professional development of staff
  • Establish staffing plans to ensure appropriate coverage for 7am–7pm daily service hours and on-call rotation
  • Foster a customer-first culture focused on responsiveness, professionalism, and service excellence
Service Delivery amp; Operations
  • Own and manage Help Desk service delivery, including SLAs, KPIs, and overall service quality
  • Monitor and report on service performance metrics (e.g., response time, resolution time, backlog, customer satisfaction)
  • Develop and lead service improvement initiatives based on data and user feedback
  • Ensure consistent execution of ticket handling processes, prioritization, and escalation procedures
Incident amp; Problem Management
  • Lead the response to major incidents, including communication, coordination, and resolution
  • Conduct root cause analysis on recurring issues and implement preventive measures
  • Partner with Infrastructure, Security, and Development teams to resolve systemic issues
Tools, Process amp; Knowledge Management
  • Administer and optimize the Help Desk ticketing/workflow system
  • Define and enforce standards for ticket documentation, categorization, and lifecycle management
  • Develop and maintain knowledge base content and self-service resources to improve efficiency
Customer Experience
  • Promote a high level of customer satisfaction through effective communication and support delivery
  • Establish feedback mechanisms (e.g., surveys) to measure user satisfaction and identify improvement opportunities
  • Build strong relationships with business units to understand and support operational needs
Security amp; Compliance
  • Ensure Help Desk operations align with company security policies and regulatory requirements
  • Support endpoint security practices, including patching, encryption, and access controls
  • Coordinate with Information Security on incident response, compliance audits, and risk mitigation efforts
  • Oversee adherence to asset management and secure device disposal procedures
Asset amp; Vendor Management
  • Oversee procurement and lifecycle management of end-user hardware and related assets
  • Coordinate support activities with third-party vendors and service providers
  • Contribute to budgeting and planning for Help Desk-related tools, systems, and equipment
Collaboration amp; Communication
  • Act as the primary liaison between the Help Desk and other IT teams
  • Provide regular updates and reporting to the CTO and senior leadership
  • Lead service review meetings and communicate trends, risks, and improvement plans
REQUIREMENTS:
  • Bachelor’s degree in Information Systems, Information Technology, or a related field, or equivalent experience
  • Minimum 3 years of direct managerial or supervisory experience
  • Minimum 5 years of Help Desk or end-user support experience in a professional environment
  • Strong technical proficiency with Windows-based endpoints and common enterprise applications
  • Demonstrated experience managing service delivery, metrics, and operational performance
  • Strong organizational, analytical, and problem-solving skills
  • Excellent communication and interpersonal skills, with a focus on customer service
  • Experience working within structured ticketing/workflow systems
  • Ability to coordinate multiple priorities in a fast-paced environment
  • Professional demeanor
PREFERRED QUALIFICATIONS:
  • ITIL Foundation certification or equivalent experience with IT service management frameworks
  • Experience in financial services or other regulated industries
  • Familiarity with endpoint management tools and asset management systems
  • Exposure to networking concepts, VPN technologies, and Cisco-based systems
  • Experience managing distributed or multi-location support environments
SALARY amp; BENEFITS:
We offer a competitive salary and excellent benefit program, including safe harbor 401(k) contribution, profit sharing plan, disability and life insurance, high-deductible health plan with an HSA, an on-site Health Center, Paid Time Off and elective dental benefits. We offer wellness programs and support a friendly and collegial culture, with company sponsored volunteer opportunities during business hours.

DAVENPORT IS AN EQUAL OPPORTUNITY EMPLOYER
Davenport amp; Company LLC provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

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