Help Desk Support (Richmond/Knolls)


Strategic Staffing Solutions


Strategic Staffing Solutions is currently looking for a Help Desk Support Agent for a contract opportunity with one of our largest clients!

Candidates should be willing to work on our W2 ONLY No C2C

Job Title Help Desk Support Agent

Key Skills: ServiceNow ticketing tool, Service desk agent, MAC support, Windows 10 certificate.

Schedule: Training will consist of two weeks working 8-5 M-F including shared classroom-type of instruction, followed by several weeks of job-based shadowing. Once onboarded, the available shift times are not set yet but will be morning start times, afternoon start times and nights. The days off are not set yet but there will be at least one working day during the weekend (Saturday or Sunday).

Location(s): Glen Allen/Knolls

Schedule: Onsite

Role Type: W2 ONLY

W2 hourly pay range: 18-20$

Contract Length:6 months

Job Description:

Our client is seeking a customer service-oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front line and you will solve basic technical problems while providing support for all assigned areas. This is a call center environment with a steady flow of issues, needs and requests from internal end users.


  • Provide application support through remote access tools to resolve internal end user issues
  • Monitor and respond quickly and effectively to calls or chats received to the Service Desk
  • Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware
  • Remotely access and support end user machines to achieve first call resolution
  • Utilize Service Now as the ticketing tool to track and escalate tickets for end users
  • Assist with onboarding of new Agents by training and allow others to shadow
  • Perform other tasks as needed by the Service Desk Managers

 Basic Qualifications:

  • High School Diploma, GED, equivalent certification or military experience
  • At least 1 year of remote help desk support experience
  • Fluent in English
  • Mac Integration Basics Certificate or 1 + year of equivalent Mac support experience
  • Windows 10 Certificate or 1+ years of equivalent Windows OS support experience

Preferred Qualifications:

  • Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
  • ITIL Certification
  • 2+ years of remote help desk support experience

Job ID: JOB-235464
Publish Date: 10 May 2024

Tagged as: Help Desk Support (Richmond/Knolls)