Help Desk Analyst

Sheltering Arms Institute; Richmond (VA); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Comprehensive health insurance

403(b) with match

Generous PTO

EAP support

Tuition assistance

Flexible spending accounts

Health savings accounts

Wellness resources

Job summary

Sheltering Arms Institute is seeking a Help Desk Analyst to deliver exceptional desktop and technical support across the organization. The role focuses on user assistance, issue triage, and collaborative problem solving in a fast-paced healthcare environment.

Work hours are Monday through Friday, 7:00 AM to 3:30 PM, with after-hours rotation. The job emphasizes customer service, knowledge of Windows 11, and Microsoft Office proficiency to support users and keep networks running smoothly.

Qualifications

• 2+ years of experience in IT support for end users, networks, and printers.
• Strong knowledge of Windows operating systems and WAN familiarity.
• Excellent customer service and written/verbal communication skills.
• Ability to prioritize work independently and troubleshoot with minimal supervision.

Responsibilities

• Answer help desk calls and emails and provide timely, quality responses.
• Log requests, triage issues, and escalate as needed.
• Install/upgrade desktop and network systems; troubleshoot desktop/server problems.
• Assist with network setup and end-user education; work with other teams as required.
• Response to after-hours on a rotating basis; maintain reliable availability.

Skills

Customer service

Windows OS

Networking basics

Ticketing/logging

Communication

Problem solving

Education

Bachelor’s degree in IT or related field

Tools

Microsoft Office

Printer/Scanner hardware

Job description

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-and by US 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 3rd week.

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.