Help Desk Specialist


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Always Connecting, Always Evolving.

TECHEAD is seeking qualified applicants for the following Contract to Hire position – Help Desk Specialist / Virginia Beach VA – (JOB-18732). If you are looking for a new opportunity and this position looks to be a fit, please apply to see the TECHEAD difference that has made us successful for 30+ years!

You can find more about our team and values by checking us out at or on Glassdoor

Job Description:

Help Desk Specialist

(On-site M-F)


Permanent residents only; no c2c

TECHEAD is looking for a Help Desk Specialist to support our client in Virginia Beach, VA. They will provide telephone-based support to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving inbound calls, walk-in and email requests. Problem resolution may involve the use of diagnostic and ticket tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.


  • Primary responsibility is user support and customer service. Ensuring timely

    updates and complete information are provided to all concerned parties.
  • Be present and visible in the Service Desk area and available to users requiring

    technical assistance.
  • Build rapport and elicit problem details from Service Desk customers.
  • Responsible for answering inbound telephone, walk-in and email requests from

  • Perform first level troubleshooting and resolution of simple problems related to

    passwords, security, email, printing, workstation operating systems.
  • Identify and learn appropriate software and hardware used and supported by the

  • Document all pertinent end user identification information, including name,

    department, contact information, and nature of problem or issue.
  • Accurately log all request & solutions by recording, tracking, and documenting

    the problem-solving process, including successful and unsuccessful decisions

    made, and actions taken through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting. Test fixes to ensure problem

    has been adequately resolved.
  • Provide prompt, courteous resolution of end user incident and service requests.

  • Determine severity of problem resolution and assign to appropriate technical

  • Escalate issues to the next level of technical support when appropriate.
  • Serve as liaison between technical staff and clients to resolve basic problems

    and concerns.
  • Follow-up with customers and team members. Ensure all parties are satisfied

    with the solution.


  • Minimum of one year of IT support experience
  • Technical degree highly desired
  • Phone or remote technical support experience.
  • Experience with Windows 10, MAC OS, and Microsoft Office 365.
  • Experience working with Malware, Adware, and Virus diagnostic utilities.
  • Experience working with VPN, Remote Desktop, Active Directory, Virtual

    Desktop and Outlook.
  • Exceptional documenting, written and oral communication skills needed.
  • Friendly enthusiastic presence with a helpful attitude, and the ability to work well

    with others.
  • Must be able to learn, understand, apply and retain information quickly as well as

    new technologies.
  • Initiative and eagerness to tackle all issues/problems reported to the Service Desk.
  • Ability to conduct research into a wide range of computing issues is required.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

Certifications Desired:

  • Microsoft Certified Professional (MCP)
  • Industry standard Service Desk certification: HDI Support Center Analyst

TECHEAD’s mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won’t strive for anything less.

TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

For more information on TECHEAD please visit

No second parties will be accepted.

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