IT Service Desk Specialist I — Growth & 24/7 Support

Estes Express; Richmond (VA); On-site; USD 42,000 - 60,000; Full time

Job summary

Estes Express in Richmond, VA is seeking a Service Desk Specialist I to be the first point of contact for employee technology needs. You will troubleshoot hardware and software issues, guide users clearly, and help keep business operations running smoothly in a collaborative IT team.

Ideal candidates have 1+ year IT support experience, familiarity with Office 365 and AD, strong communication skills, and the ability to translate technical concepts for non-technical staff.

Qualifications

• 1+ year IT support experience preferred.
• Basic networking, OS, and Office 365 knowledge required.
• Strong written and verbal communication required.
• Ability to translate technical issues for non-technical users.

Responsibilities

• Provide first-line support for hardware, software, and network issues via phone, email, portal, or chat.
• Configure and maintain end-user hardware (desktops, laptops, tablets, printers).
• Assist onboarding/offboarding by provisioning accounts and equipment.
• Document requests and resolutions in the ticketing system.
• Escalate unresolved issues to other IT teams.
• Maintain knowledge base by updating articles.
• Participate in on-call rotation for 24x7 support.
• Adhere to TRUCKS cultural principles of transparency, responsiveness, resiliency, understanding, continuous improvement, knowledge sharing, and simplicity.
• Attend work regularly.

Skills

IT support

Active Directory

Office 365

Troubleshooting

Communication skills

Education

High School diploma or equivalent

Tools

Jira Service Management

Ticketing systems

Job description

Estes Express in Richmond, VA is seeking a Service Desk Specialist I to be the first point of contact for employee technology needs. You will troubleshoot hardware and software issues, guide users clearly, and help keep business operations running smoothly in a collaborative IT team.

Ideal candidates have 1+ year IT support experience, familiarity with Office 365 and AD, strong communication skills, and the ability to translate technical concepts for non-technical staff.