Information Technology Help Desk Technician

RRMM Architects; Chesapeake (VA); On-site; USD 26,000 - 45,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) retirement plan with company 4%

Job summary

RRMM Architects is seeking a dependable, full-time Help Desk Technician to provide first-level technical support across the organization. You will troubleshoot hardware, software, network, and account issues while delivering timely, professional service and maintaining accurate documentation.

Qualifications include an Associate degree or IT training, experience in help desk or desktop support, and working knowledge of Windows and Microsoft 365.

Qualifications

• Associate degree or equivalent or technical training in Information Technology preferred.
• Previous help desk, desktop support, customer service, or technical support experience preferred.
• Working knowledge of Windows desktops, Microsoft 365, common business applications, printers, scanners, and mobile devices.
• Basic understanding of networking concepts such as IP addresses, Wi-Fi, VPN, DNS, and shared resources.
• Ability to diagnose and resolve basic technical issues using clear troubleshooting steps.
• Strong communication, customer service, organization, and documentation skills.
• Ability to manage multiple requests, prioritize work, and follow through on open issues.
• Must be dependable, detail-oriented, and able to work independently as well as part of a team.

Responsibilities

• Serve as the first point of contact for employees requesting IT assistance by phone, email, remote support tools, or in person.
• Respond to, prioritize, document, and resolve help desk tickets in a timely and professional manner.
• Troubleshoot common hardware, software, printer, mobile device, connectivity, and account access issues.
• Perform password resets, user account updates, workstation setup, software installations, and basic system configuration.
• Escalate complex or recurring issues to senior IT staff when appropriate and follow up through resolution.
• Assist with new employee onboarding, equipment preparation, workstation deployment, and user training.
• Maintain accurate records of support requests, troubleshooting steps, resolutions, inventory updates, and recurring issues.
• Support basic network troubleshooting, including wired and wireless connectivity, VPN access, and peripheral device connections.
• Follow established IT policies, security procedures, and documentation standards.
• Provide courteous, clear, and patient technical guidance to users with varying levels of technical knowledge.
• Other duties as assigned within the IT department.

Skills

Windows OS

Microsoft 365

Customer service

Documentation

Education

Associate degree or technical IT training

Tools

Active Directory

Microsoft Entra ID

Exchange Online

SharePoint/Teams/OneDrive

Remote support tools

Device imaging

Job description

RRMM Architects is an award-winning, multi-disciplinary design firm. Every day our employees strive to create exceptional places to live, work, play, and learn. Our firm uses the power of design to strengthen and inspire the communities we serve.

We have been recognized as the largest architecture-based firm in Virginia, by Virginia Business Magazine. We are also a Top 2025 Design Firm in the Nation by Engineering News-Record and a 2025 Top Architectural Firm by Architectural Record as well as Building Design + Construction.

While we are large enough to rank nationally, RRMM Architects consists of a tight knit, collaborative group with diverse backgrounds and design experiences. We are united by the common interest to provide superior service to our clients.

We are seeking a dependable and customer-focused full-time Help Desk Technician to provide first-level technical support for employees across our organization. This role is responsible for troubleshooting hardware, software, network, account access, and peripheral issues while delivering timely, professional service and maintaining accurate support documentation.

Key Job Duties and Responsibilities:

• Serve as the first point of contact for employees requesting IT assistance by phone, email, remote support tools, or in person.
• Respond to, prioritize, document, and resolve help desk tickets in a timely and professional manner.
• Troubleshoot common hardware, software, printer, mobile device, connectivity, and account access issues.
• Perform password resets, user account updates, workstation setup, software installations, and basic system configuration.
• Escalate complex or recurring issues to senior IT staff when appropriate and follow up through resolution.
• Assist with new employee onboarding, equipment preparation, workstation deployment, and user training.
• Maintain accurate records of support requests, troubleshooting steps, resolutions, inventory updates, and recurring issues.
• Support basic network troubleshooting, including wired and wireless connectivity, VPN access, and peripheral device connections.
• Follow established IT policies, security procedures, and documentation standards.
• Provide courteous, clear, and patient technical guidance to users with varying levels of technical knowledge.
• Other duties as assigned within the IT department.

Qualifications

• Associate degree or equivalent or technical training in Information Technology preferred.
• Previous help desk, desktop support, customer service, or technical support experience preferred.
• Working knowledge of Windows desktops, Microsoft 365, common business applications, printers, scanners, and mobile devices.
• Basic understanding of networking concepts such as IP addresses, Wi‑Fi, VPN, DNS, and shared resources.
• Ability to diagnose and resolve basic technical issues using clear troubleshooting steps.
• Strong communication, customer service, organization, and documentation skills.
• Ability to manage multiple requests, prioritize work, and follow through on open issues.
• Must be dependable, detail-oriented, and able to work independently as well as part of a team.

Preferred Skills

• Microsoft, or similar entry-level IT certification.
• Experience with remote support tools, endpoint management, or device imaging.
• Familiarity with Active Directory, Microsoft Entra ID, Exchange Online, SharePoint, Teams, and OneDrive.
• Experience supporting both office-based and remote users.
• Knowledge of cybersecurity best practices, including phishing awareness, password security, and safe handling of company data.

Salary/Hourly Range

The hourly range for this position is $19.23 - $33.65 per hour with overtime opportunities as needed. This position is also eligible for an end of the year bonus which is discretionary if authorized. Compensation offered will depend on a variety of factors, including but not limited to candidate’s qualifications, skills, relevant experience, education, and certifications.

Benefits

• This position is eligible for all full-time benefits to include medical, dental, and vision coverage, company paid life insurance, short-term and long-term disability benefits, 401(k) retirement plan that includes a company match, as well as paid holidays and time off.