Job Description

Job Title: Help Desk Support

Location: Richmond, VA (Hybrid)

Duration: 12 months + Possibility to Extend and/or Convert to FTE

Pay Rate: $19.70/HR (W2 Only)

Job/Role Description:

• This role supports the creation, modification, and deletion of user access accounts in various applications for all lines of business across the enterprise.
• This position will troubleshoot provisioning errors and resolve access-related issues efficiently and accurately.
• This position will work on various access cleanup projects to maintain data integrity, security, and compliance.
• This position will cross-train within the team to ensure comprehensive support coverage and knowledge sharing.
• Perform initial investigation and triage for access provisioning requests and incidents.
• Provide high-quality service delivery through responsiveness to access requests, adherence to service levels, and security policies.
• Accurately log and document all access changes, requests, and incidents in the ticketing system.
• Identify opportunities for improvement in access provisioning processes, tools, and workflows.
• Collaborate with other IT support groups and teams to resolve complex or escalated access issues.
• Report key performance metrics related to access management and provisioning to leadership.

Required Qualifications

• Prior experience in IT help desk, user access administration, identity management, or a related support role in a large enterprise environment
• Experience with user provisioning, account administration, and access management processes
• Experience with ticketing systems such as ServiceNow a plus
• Experience with identity and access management tools (e.g., Active Directory, Azure AD, or similar platforms) a plus
• Proven analytical and problem-solving abilities
• Strong interpersonal, written, and oral communication skills
• Ability to prioritize and execute tasks in a high-pressure environment
• Highly self-motivated and directed
• Strong organizational skills
• Keen attention to detail
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to work effectively in a hybrid environment with onsite requirements in Richmond, VA