On-Site Help Desk Technician — Grow with Mentorship

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 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.