Tier 1 Helpdesk Analyst

Rappahannock IT; Fredericksburg (VA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with Safe Harbor

Paid vacation

Paid parental leave

Company phone

Education reimbursement

Job summary

Rappahannock IT in Fredericksburg, VA is seeking an IT Help Desk Technician to resolve user issues, manage accounts, and provide remote and on-site support for Windows 10/11, Microsoft 365, and basic networking.

You will document troubleshooting steps, assist with onboarding and offboarding, participate in after-hours on-call rotations, and collaborate with the team to continuously improve processes and client satisfaction.

Qualifications

• Experience in help desk or technical support role.
• Strong written and verbal communication with customers.
• Ability to work in-office, Monday–Friday 9:00–5:30.

Responsibilities

• Serve as first point of contact for client support and resolve issues.
• Triage tickets by urgency and meet SLA targets.
• Provide remote and occasional on-site support.
• Document all interactions and resolutions in the ticketing system.
• Escalate complex issues with clear notes and steps taken.

Skills

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Remote support

Ticketing systems

Communication skills

Education

High school diploma or equivalent

Associate's or Bachelor's in IT preferred

Tools

RMM platforms

DNS/DHCP basics

Job description

Responsibilities

• Serve as the first point of contact for client support requests, resolving issues such as password resets, account lockouts, connectivity problems, software installations, printer and peripheral troubleshooting, and basic network issues
• Respond to incoming tickets promptly, triage by urgency and business impact, and meet defined SLA targets
• Provide remote support through RMM and remote access tools, with occasional on-site visits to client locations
• Deploy and image endpoints, configure new user accounts, and manage onboarding and offboarding tasks across Microsoft 365, Active Directory, and Entra ID
• Install, configure, and support standard business applications, workstations, printers, and peripherals
• Document all support interactions, troubleshooting steps, and resolutions thoroughly in the ticketing system
• Contribute to and maintain internal knowledge base articles and standard operating procedures
• Escalate complex or out-of-scope issues to Tier 2 with clear documentation of steps already taken
• Participate in the after-hours on-call rotation to support critical client issues outside business hours
• Collaborate with team members to continuously improve processes, tooling, and the client experience
• Maintain professionalism and a high level of customer satisfaction in every client interaction

Requirements

• In-office schedule, Monday through Friday, 9:00 AM to 5:30 PM
• Participation in after-hours on-call rotation (approximately one week every six to seven weeks)
• Valid driver's license and reliable transportation
• Ability to lift up to 50 pounds (workstations, monitors, small network equipment)
• Ability to pass a background check
• High school diploma or equivalent required; Associate's or Bachelor's degree in IT or a related field preferred
• One or more years of experience in a help desk, technical support, or customer-facing IT role
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, and basic networking concepts (DNS, DHCP, VPN, TCP/IP)
• Familiarity with remote support tools, ticketing systems, and RMM platforms
• Strong written and verbal communication skills, with the ability to translate technical issues into plain language for end users
• Strong problem-solving skills, attention to detail, and the ability to prioritize effectively across competing tickets
• Professional demeanor when working directly with clients on-site or over the phone
• CompTIA A+, Network+, or Security+ certifications are a plus but not required

Benefits

• Competitive salary based on experience
• Comprehensive health, dental, vision, and life insurance (dental and vision fully paid by Rappahannock IT)
• 401(k) with Safe Harbor employer match (eligible after one year of employment)
• 3 weeks paid vacation
• 3 weeks paid parental leave
• 11 paid federal holidays
• Company phone
• Certification and education reimbursement
• Collaborative and supportive team environment

Please note: Rappahannock IT is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We adhere to all regulations regarding inquiries into criminal backgrounds.