IT Helpdesk Analyst – Onsite & Remote Support

Rappahannock IT; Fredericksburg (VA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with Safe Harbor

Paid vacation

Paid parental leave

Company phone

Education reimbursement

Job summary

Rappahannock IT in Fredericksburg, VA is seeking an IT Help Desk Technician to resolve user issues, manage accounts, and provide remote and on-site support for Windows 10/11, Microsoft 365, and basic networking.

You will document troubleshooting steps, assist with onboarding and offboarding, participate in after-hours on-call rotations, and collaborate with the team to continuously improve processes and client satisfaction.

Qualifications

• Experience in help desk or technical support role.
• Strong written and verbal communication with customers.
• Ability to work in-office, Monday–Friday 9:00–5:30.

Responsibilities

• Serve as first point of contact for client support and resolve issues.
• Triage tickets by urgency and meet SLA targets.
• Provide remote and occasional on-site support.
• Document all interactions and resolutions in the ticketing system.
• Escalate complex issues with clear notes and steps taken.

Skills

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Remote support

Ticketing systems

Communication skills

Education

High school diploma or equivalent

Associate's or Bachelor's in IT preferred

Tools

RMM platforms

DNS/DHCP basics

Job description

Rappahannock IT in Fredericksburg, VA is seeking an IT Help Desk Technician to resolve user issues, manage accounts, and provide remote and on-site support for Windows 10/11, Microsoft 365, and basic networking.

You will document troubleshooting steps, assist with onboarding and offboarding, participate in after-hours on-call rotations, and collaborate with the team to continuously improve processes and client satisfaction.