Job Description

Job Title: Help Desk Support

Location: Richmond, VA (Onsite)

Duration: 12 months (W2 Only)

Pay Rate: $18 - $21

Job/Role Description:

• This role supports the provisioning, modification, and deletion of user access accounts across various applications for all lines of business within the organization.
• Create, modify, and delete user access accounts in multiple systems while ensuring accuracy and compliance with security policies.
• Troubleshoot and resolve provisioning errors in a timely manner to minimize user impact and maintain productivity.
• Participate in access cleanup projects to remove unnecessary permissions, improve security posture, and support audit readiness.
• Cross-train within the team to build broader knowledge and provide backup coverage for other help desk functions.
• Process access requests efficiently while meeting established service level agreements and turnaround times.
• Accurately log and document all access changes and incidents in the ticketing system.
• Provide first-level support for user access inquiries via phone, email, or ticketing system.
• Collaborate with IT security, application owners, and other teams to resolve complex access issues.
• Identify opportunities for process improvements in access management workflows and documentation.
• Maintain up-to-date knowledge of access management tools, procedures, and organizational policies.
  
  

Required Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in Information Technology or related field preferred
• 1+ years of experience in a help desk, IT support, or user access management role
• Experience with user account provisioning and access management systems (Active Directory, Azure AD, or similar)
• Familiarity with ticketing systems such as ServiceNow or equivalent
• Strong customer service orientation with excellent interpersonal and communication skills
• Proven ability to troubleshoot technical issues and follow established procedures
• High attention to detail and strong organizational skills
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment
• Comfortable handling sensitive access-related information with confidentiality and integrity
• Willingness to learn new applications and processes quickly
• Basic understanding of IT security principles and access control best practices
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)