On-Site IT Help Desk & Customer Advocate (Entry Level)

Agency Cybersecurity; United States; Remote; USD 17,000 - 24,000; Full time

Benefits offered by this job

PTO

11 federal holidays

401(k) with 4% match

Monthly healthcare stipend

Gym membership stipend

Weekly team meals

Job summary

Agency Cybersecurity in Richmond, VA is hiring an IT Customer Service Representative for an on-site role. This position blends help desk support with customer service, delivering technical assistance to customers by phone, email, or chat.

You will document issues in our ticketing system, collaborate with internal teams, and help users understand IT tools and best practices. Entry level welcome; $15 per hour with benefits.

Qualifications

• Bachelor's degree preferred, or 4+ years in a similar IT support role.
• Experience with Mac and Windows and strong problem‑solving skills.
• Excellent communication and interpersonal skills.
• Certifications like CompTIA A+ or ITIL are a plus.
• Ability to remain calm and solution‑focused under pressure.

Responsibilities

• Troubleshoot and resolve technical issues related to software via phone, email, or chat.
• Guide customers through step‑by‑step solutions and provide clear documentation.
• Respond promptly to customer inquiries with empathetic and professional assistance.
• Record and update detailed logs of customer interactions in the ticketing system.
• Liaise between customers and internal teams to facilitate communication.

Skills

Customer service

IT support

Technical troubleshooting

Communication

Education

Bachelor's degree preferred

Tools

CRM software

Ticketing systems

Job description

Agency Cybersecurity in Richmond, VA is hiring an IT Customer Service Representative for an on-site role. This position blends help desk support with customer service, delivering technical assistance to customers by phone, email, or chat.

You will document issues in our ticketing system, collaborate with internal teams, and help users understand IT tools and best practices. Entry level welcome; $15 per hour with benefits.