L1 Help Desk Technician

Bastionpoint Technology; Richmond (VA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Health insurance

PTO

Retirement plan

On-site gym

Sauna

Gaming room

Mentorship from leaders

Career growth opportunities

Job summary

Bastionpoint Technology is seeking an entry-level IT support specialist for an on-site role in Richmond, VA. You will be the primary contact for client support, focusing on phone-based troubleshooting and quick resolution of Level 1 issues.

You will work with Microsoft 365, on-premise systems, and cloud environments while supporting 100+ SMBs. The role offers health insurance, PTO, retirement plan, and on-site amenities, with opportunities for mentorship and growth.

Qualifications

• 0-2 years hands-on PC support or IT support experience.
• Confidence delivering excellent customer service in a fast-paced support environment.
• Strong communication skills and a positive attitude.
• General knowledge of hardware, Microsoft 365, cloud services and basic networking.
• Strong organizational skills and ability to follow tasks through to completion.
• Willingness to continuously learn new technologies and develop skills.
• Valid driver's license and reliable transportation for occasional onsite client support.

Responsibilities

• Serve as a primary point of contact for client support, with a strong focus on phone-based troubleshooting (up to 6 hours per day).
• Resolve high-volume Level 1 technical support issues quickly and effectively.
• Provide technical support for 100+ small to medium-sized businesses via phone and email.
• Troubleshoot issues across Microsoft 365, on-premise systems, and cloud environments.
• Assist with maintaining and supporting client networks including LAN/WAN, firewalls, wireless access points, and connectivity issues.
• Prioritize service tickets, manage client expectations, and deliver exceptional customer service.
• Accurately document issues, resolutions, and follow-up actions to maintain service quality.

Skills

Customer service

Phone-based support

Troubleshooting

Communication

Learning mindset

Time management

Tools

Microsoft 365

LAN/WAN

On-premise systems

Cloud services

Firewalls

Job description

Bastionpoint Technology is a rapidly growing Managed Service Provider (MSP) delivering cutting-edge IT solutions to businesses in the Richmond, VA area. We pride ourselves on our collaborative, fast-paced, and supportive environment that encourages professional growth.

If you are looking for a role where you can work with a diverse range of technologies and client environments while learning from experienced engineers, this could be the perfect next step. This is an on-site opportunity located in Richmond, VA.

What You'll Get:

• Salary starting at $45,000+ scalable based on experience
• Health insurance, PTO, and retirement plan
• Access to an on-site gym, sauna, and gaming room
• Friendly, people-focused leadership and strong technical mentorship
• A fast-paced environment with real opportunities for career growth and advancement

What You'll Do:

• Serve as a primary point of contact for client support, with a strong focus on phone-based troubleshooting (up to 6 hours per day)
• Resolve high-volume Level 1 technical support issues quickly and effectively
• Provide technical support for 100+ small to medium-sized businesses via phone and email
• Troubleshoot issues across Microsoft 365, on-premise systems, and cloud environments
• Assist with maintaining and supporting client networks including LAN/WAN, firewalls, wireless access points, and connectivity issues
• Prioritize service tickets, manage client expectations, and deliver exceptional customer service
• Accurately document issues, resolutions, and follow-up actions to maintain service quality

What You Bring:

• 0-2 years of hands-on PC support or IT support experience
• Confidence delivering excellent customer service in a fast-paced support environment
• Strong communication skills, a positive attitude, and the ability to shift priorities quickly
• General knowledge of hardware platforms, Microsoft 365, cloud services, and basic networking concepts
• Strong organizational skills and the ability to follow tasks through to completion accurately
• A willingness to continuously learn new technologies and develop technical skills
• Valid driver's license and reliable transportation for occasional onsite client support

Why This Role Stands Out:

• Great opportunity to build your career inside a growing MSP
• Exposure to multiple client environments and technologies - not just internal IT
• Strong mentorship from experienced technical leaders
• Unique workplace perks and a team-focused office culture