Help Desk Analyst

Groupe S&H; Richmond (VA); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Health insurance

403(b) with match

Paid time off

EAP support

Tuition assistance

Flexible spending accounts

HSA

Wellness resources

Employee discounts

Job summary

Sheltering Arms Institute is seeking a Help Desk Analyst to provide excellent customer service and desktop support for computer users across the organization.

The role involves logging requests, triaging issues, and collaborating with other departments to resolve problems, with a Monday–Friday schedule and after-hours rotation. Requires 2+ years in IT and strong communication skills.

Qualifications

• 2+ years experience in IT field supporting users in the use of computers, networks, and printers.
• Excellent customer service skills are required.
• Able to organize and prioritize work independently.
• Strong written and verbal communications.

Responsibilities

• Answering help desk calls and emails.
• Provide quality response and timely service to all callers.
• Logging help desk requests, prioritizing issues, triaging problems, and escalating as needed.
• Install, upgrade, and repair desktop and network systems; support end-user education.

Skills

Customer service

Communication

Time management

Independence

Education

Bachelor’s degree in IT

Tools

Windows OS

Printer/Scanner support

LAN troubleshooting

Job description

Help Desk Analyst

Sheltering Arms Institute is a non-profit, state-of-the-science physical rehabilitation hospital and network of outpatient centers, created through a joint venture between Sheltering Arms and VCU Health. Bringing together Sheltering Arms’ trusted brand and clinical reputation with VCU Health’s nationally ranked programs and research, the Institute delivers an innovative, transdisciplinary model of rehabilitative care grounded in advanced technology, research, and evidence-based treatment.

Ranked among the nation’s best rehabilitation hospitals—and the top rehabilitation provider in Virginia—by U.S. News & World Report and recognized as a Top Workplace nationally by USA Today and in Central Virginia by Richmond Times-Dispatch, our culture empowers team members to grow, innovate, and contribute to a shared mission: delivering superior outcomes and redefining what’s possible in rehabilitation.

At Sheltering Arms Institute, you’ll join a collaborative, patient-centered environment where your ideas, expertise, and passion can make a meaningful difference.

If you’re driven to make an impact and help shape the future of rehabilitative care, we invite you to join us in reinventing rehabilitation for life beyond limits.

We are currently seeking a Help Desk Analyst to join our team. The Help Desk Analyst provides excellent customer service and desktop support for computer users across the company.

Compensation

• $24.00 - $30.00 per hour
• This range reflects our commitment to pay equity and market‑competitive compensation.
• Final compensation depends on experience, skills, and internal equity.

Benefits

• Comprehensive health insurance
• 403(b) with match
• Generous PTO
• EAP support
• Tuition assistance
• Flexible spending and health savings accounts
• Wellness resources and employee discounts
• And more great benefits

Responsibilities

• Answering help desk calls and emails.
• Provide quality response and timely service to all callers.
• Logging help desk requests into the system, prioritizing incoming issues, triaging problems, working in the field to fix problems, and/or escalating trouble tickets as appropriate.
• Working with other department members to install/upgrade desktop and network systems, software, and to troubleshoot and solve desktop/server problems.
• Supports new user process from network set-up to end user education.
• Self-motivator and able to troubleshoot technical issues without much assistance.
• Knowledge with working on Windows 11 operating system.
• Knowledge working with Microsoft Office products.
• Knowledge of troubleshooting peripheral devices (printers, scanners, fax machines).
• Install, modify, and repair computer hardware and software.
• Resolve technical problems with Local Area Networks (LAN) and other systems.
• Position is Monday thru Friday, 7:00AM to 3:30PM.After hours call is required on a rotational basis approximately every 3rdweek.

Qualifications

• 2+ years experience in IT field supporting users in the use of computers, networks, and printers.
• Demonstrated knowledge of Windows operating system and network familiarity in a WAN environment is required.
• Excellent customer service skills are required.
• Able to organize and prioritize work independently.
• Strong written and verbal communications.
• Bachelor’s degree in IT or related field is preferred.
• Windows certification is preferred.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.