L1 Help Desk Technician

Peoplesharp Llc; Richmond (VA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Health insurance

PTO

Retirement plan

Technical mentorship

Career development opportunities

On-site gym

Job summary

Bastionpoint Technology, a growing MSP in Richmond, is seeking an L1 Help Desk Technician to join our team. This role is phone-heavy and ideal for someone starting in IT who wants hands-on experience supporting 100+ businesses.

You'll diagnose issues, walk users through solutions, document steps, and mentor under experienced engineers. Starting salary around $45,000 with potential for growth, plus health insurance and PTO.

Qualifications

• 0–2 years of hands-on IT or help desk experience.
• Basic hardware and troubleshooting knowledge.
• General knowledge of Microsoft 365 and cloud services.
• Basic networking concepts.
• Strong communication skills and calm, professional demeanor.
• Willingness to learn and grow technically.

Responsibilities

• Provide Level 1 support through phone, email, and ticketing systems
• Troubleshoot hardware, software, connectivity, and end-user issues
• Support Microsoft 365, cloud applications, devices, and on-premise systems
• Troubleshoot basic networking, Wi-Fi, LAN/WAN, firewall, and connectivity issues
• Prioritize tickets and keep clients informed
• Explain technical solutions clearly to users with varying technical knowledge
• Document troubleshooting steps and resolutions
• Escalate issues when additional expertise is needed
• Build your technical skills through hands-on support and mentorship

Skills

Troubleshooting

Customer service

Verbal communication

Written communication

Networking basics

Tools

Microsoft 365

Cloud services

Job description

Solve Problems. Help People. Build Your IT Career.

Bastionpoint Technology is a growing Managed Service Provider (MSP) looking for an L1 Help Desk Technician to join our Richmond team.

This is a great opportunity for someone early in their IT career who wants to build a strong technical foundation while supporting 100+ businesses, networks, systems, and technologies.

What Makes This Role Different?

This is a fast-paced, phone-heavy support role where you may spend up to 6 hours per day working directly with clients over the phone. You’ll diagnose issues, walk users through solutions, and make sure they feel supported while working alongside experienced engineers.

What You'll Do

• Provide Level 1 support through phone, email, and ticketing systems
• Troubleshoot hardware, software, connectivity, and end-user issues
• Support Microsoft 365, cloud applications, devices, and on-premise systems
• Troubleshoot basic networking, Wi-Fi, LAN/WAN, firewall, and connectivity issues
• Prioritize tickets and keep clients informed
• Explain technical solutions clearly to users with varying technical knowledge
• Document troubleshooting steps and resolutions
• Escalate issues when additional expertise is needed
• Build your technical skills through hands-on support and mentorship

What We’re Looking For

You don’t need years of experience. We’re looking for someone with a strong technical foundation, willingness to learn, and excellent customer service skills.

Ideally, you’ll have:

• 0–2 years of hands-on IT, PC support, help desk, or technical support experience
• Basic computer hardware and troubleshooting knowledge
• General knowledge of Microsoft 365 and cloud services
• Basic understanding of networking concepts
• Strong verbal and written communication skills
• Confidence speaking with clients and explaining technical issues
• Strong organization, follow-through, and attention to detail
• Ability to remain calm and professional in a fast-paced environment
• Valid driver’s license and reliable transportation for occasional onsite support

Certifications, technical schooling, internships, home labs, or other hands-on IT experience are a plus. We’re most interested in your ability to learn, troubleshoot, communicate, and provide great service.

What You’ll Get

• $45,000+ starting salary, scalable based on experience
• Health insurance, PTO, and retirement plan
• Technical mentorship from experienced engineers
• Exposure to a wide range of technologies and client environments
• Career development and advancement opportunities
• On-site gym, sauna, and gaming room
• Collaborative, people-focused team environment

Who Will Thrive Here?

This role is ideal for someone who wants to build a long-term IT career, enjoys solving problems and helping people, is comfortable spending significant time on the phone, takes ownership, and is eager to learn.

Ready to Start Your IT Career?

If you want to develop your technical skills while supporting a wide variety of real-world IT environments, we’d love to hear from you.