Helpdesk Support Specialist

Team Velocity Marketing; Herndon (VA); On-site; USD 18,184 - 25,898; Part time

Job summary

Team Velocity Marketing is seeking a Helpdesk Support Specialist to provide user guidance and first-level support at their Herndon, VA office. This part-time role involves assisting with incident resolution, diagnosing IT issues, and maintaining compliance with data protection policies.

The ideal candidate holds an Associate's or Bachelor's degree in IT and has 1-2+ years of experience in IT support. Strong interpersonal skills and the ability to translate technical jargon to non-technical users are essential for success in this customer-focused environment.

Qualifications

• 1-2+ years of IT support/helpdesk experience, preferred.
• Familiarity with networks, VPN, and remote desktop tools.

Responsibilities

• Serve as the first line of support for incoming IT requests.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document issues and resolutions in the helpdesk ticketing system.
• Provide end-user training and guidance on company systems.

Skills

Strong knowledge of Windows and/or Mac operating systems

Excellent problem-solving and troubleshooting skills

Strong communication and interpersonal skills

Ability to prioritize tasks

Education

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

Microsoft Office/365

Active Directory

Job description

As a Helpdesk Support Specialist you will provide user guidance and first-level support by assisting with incident resolution. You have the ability to provide stellar customer service in a demanding environment and have strong interpersonal and communication skills to effectively communicate with end users. You have a keen ability to translate technical jargon and concepts to non-technical users.

This is a PART-TIME, onsite, hourly position (approximately 30 hours/week, M-F), located in our Herndon, VA office. Candidates must reside within daily commuting distance of our Herndon location.

Responsibilities

• Serve as the first line of support for incoming IT requests via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Assist users with account setup, password resets, and access to systems or applications.
• Document issues and resolutions in the helpdesk ticketing system to ensure proper tracking and knowledge sharing.
• Escalate complex problems to Level 2/3 support teams when necessary.
• Install, configure, and maintain computer systems, mobile devices, printers, and other IT equipment.
• Provide end-user training and guidance on company systems and applications.
• Maintain compliance with IT security and data protection policies.
• Participate in routine system maintenance, updates, and IT projects as assigned.

Qualifications

• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Experience: 1-2+ years of IT support/helpdesk experience, preferred
• Strong knowledge of Windows and/or Mac operating systems, Microsoft Office/365, and common business applications
• Familiarity with networks, Active Directory, VPN, and remote desktop tools
• Excellent problem-solving and troubleshooting skills
• Strong communication and interpersonal skills with a customer-service orientation
• Ability to prioritize tasks and manage time effectively in a fast-paced environment

COMPENSATION

Part-time, hourly position ($16/hour), approximately 30 hours/week M-F, located in our Herndon, VA office.