Hybrid IT Help Desk & Customer Care Rep

Achilleion; Richmond (VA); Hybrid; USD 17,000 - 25,000; Full time

Benefits offered by this job

PTO 10 days

Federal holidays 11

401(k) 4% match

Healthcare stipend

Team lunches

Job summary

Agency Cybersecurity is seeking an entry-level IT Customer Service Representative for a hybrid role, combining help desk duties with customer support.

You will troubleshoot technical issues by phone, email, or chat, guide users through solutions, and maintain thorough logs. A bachelor's degree is preferred, but 4+ years of experience will be considered. Compensation is $15 per hour with benefits and team collaboration.

Qualifications

• Proven experience in IT support, a help desk, or other customer-facing service roles.
• Strong problem-solving skills and technical aptitude, and familiarity with Mac and Windows.
• Excellent communication and interpersonal skills.
• Bachelor's degree preferred, but would consider 4+ years of work experience in a similar role.
• Ability to remain calm and solution-focused under pressure.

Responsibilities

• Troubleshoot and resolve technical issues via phone, email, or chat.
• Guide customers through step-by-step solutions and provide clear documentation.
• Respond promptly to customer inquiries, providing empathetic and professional assistance.
• Maintain a customer-first mindset while addressing concerns and ensuring satisfaction.
• Record and update detailed logs of customer interactions and technical issues in the ticketing system.
• Liaise between customers and internal technical teams to facilitate communication and problem resolution.
• Educate users on IT tools, best practices, and self-service resources.

Skills

Problem solving

Technical aptitude

Mac and Windows

Customer service

Education

Bachelor's degree preferred

Tools

CRM platforms

Ticketing systems

Job description

Agency Cybersecurity is seeking an entry-level IT Customer Service Representative for a hybrid role, combining help desk duties with customer support.

You will troubleshoot technical issues by phone, email, or chat, guide users through solutions, and maintain thorough logs. A bachelor's degree is preferred, but 4+ years of experience will be considered. Compensation is $15 per hour with benefits and team collaboration.