AIForge & IT Helpdesk Analyst — First-Line Support

NetImpact Strategies Inc.; Richmond (VA); On-site; USD 72,000 - 84,000; Full time

Benefits offered by this job

Health insurance

401(k) Plan

PTO and wellness leave

Pet Insurance

Tuition reimbursement

Industry certifications

Top Work Place recognition

Job summary

NetImpact Strategies Inc. in Richmond, VA, is seeking a full-time IT & AIForge Helpdesk Analyst to join the Operations team.

The role provides Tier I support to internal users and to AIForge clients, handling software installation, setup, and basic configuration. You will monitor the ConnectWise Manage queue, triage requests, coordinate with vendors, and ensure timely resolution while maintaining security and policy compliance.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• 3+ years in IT helpdesk or related support environments.
• Strong written and verbal communication with customers.
• Experience with Microsoft 365 apps and user provisioning.
• Familiarity with ConnectWise Manage or similar ticketing systems.
• Ability to prioritize and manage multiple tickets.

Responsibilities

• Deploy, configure, and manage new laptops and software.
• Create and manage Microsoft 365 user accounts and MFA.
• Monitor IT support queue in ConnectWise Manage.
• Collaborate with IT team and external vendors to resolve issues.
• Provide Tier I support for AIForge clients.
• Document procedures and resolutions.

Skills

Customer service

Communication skills

Ticket management

Remote support

Microsoft 365 administration

Education

Bachelor’s degree in IT or related field

Tools

ConnectWise Manage

SharePoint Online

Microsoft 365 (Teams, MFA)

Azure (basic)

Job description

NetImpact Strategies Inc. in Richmond, VA, is seeking a full-time IT & AIForge Helpdesk Analyst to join the Operations team.

The role provides Tier I support to internal users and to AIForge clients, handling software installation, setup, and basic configuration. You will monitor the ConnectWise Manage queue, triage requests, coordinate with vendors, and ensure timely resolution while maintaining security and policy compliance.