IT Helpdesk Technician I — First-Line Support Specialist

Virginia Commonwealth University Health Systems; Richmond (VA); On-site; USD 28,000 - 43,000; Full time

Job summary

Virginia Commonwealth University Health Systems is seeking an IT Service Desk Tech Level 1 to provide first‑level support for hardware, software, and network issues. You will answer calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 while logging incidents in ITSM tools.

You will also create knowledge base articles and assist in configuring new hardware/software for end users, ensuring IT policies and security are upheld.

Qualifications

• Requires an associate degree and 1–2 years of related experience or equivalent combination.
• Minimum 1–2 years of IT support experience.
• Desire to obtain CompTIA A+ and HDI CSR certifications.
• Strong written and verbal communication; ability to document issues clearly.

Responsibilities

• Provide first-level technical support for hardware, software, and network issues.
• Answer phone calls and respond to emails with prompt, courteous service.
• Perform basic troubleshooting and resolve common problems.
• Escalate complex issues to Level 2 and log incidents in ITSM tools.
• Create and maintain knowledgebase articles and records of resolutions.
• Assist in setting up and configuring new hardware/software for end-users.
• Ensure compliance with IT policies and protect system security.

Skills

Customer service

Troubleshooting

Communication skills

Multi-tasking

Adaptability

Problem solving

Listening and articulation

Education

Associate degree in IT or related field

Tools

ITSM tools (MS, Avaya, Right Click Tools)

Job description

Virginia Commonwealth University Health Systems is seeking an IT Service Desk Tech Level 1 to provide first‑level support for hardware, software, and network issues. You will answer calls and emails, perform basic troubleshooting, and escalate complex problems to Level 2 while logging incidents in ITSM tools.

You will also create knowledge base articles and assist in configuring new hardware/software for end users, ensuring IT policies and security are upheld.