Help Desk Technician

This role is in-office with occasional site visits to customers.

About You

• You're the reliable go-to person who stays calm when technology throws curveballs
• You have a natural curiosity about how things work and genuinely enjoy solving technical puzzles
• You're detail-oriented and thorough- you don't just fix the problem, you understand why it happened
• You translate complex tech concepts into plain language that anyone can understand
• Your patient and friendly demeanor puts anxious customers at ease
• You're a collaborative team player who values building lasting relationships with colleagues and clients
• You methodically work through issues, documenting as you go to help the team learn
• You're comfortable driving to client sites and representing the company face-to-face
• You thrive in a steady, consistent work environment where quality matters more than speed
• You're looking for a company to grow with long-term, not just a stepping stone

What We Offer

• $48k salary per year based on experience
• Paid Time Off and Paid Holidays
• Medical, dental and vision insurance available
• IRA with a company match
• Company apparel
• Flexible work environment

About Us

Strategic Technology is a successful information technology company that provides support to customers “from cloud to closet”. Our mission is to leave the tech talk behind and tell it how it is. We’ve been in the Richmond area for over 20 years and strive to provide a family atmosphere that is pleasant and fun. Please see our website for more details:

About the Role

• You'll spend your first few months learning our systems and building your foundation in hardware and software troubleshooting
• You'll guide customers through our service platform to achieve lasting problem resolutions
• You'll work both in our office and onsite at client locations, driving the company vehicle to appointments
• You'll perform a WIDE variety of IT tasks from installing hardware to configuring software to troubleshooting networks
• You'll frequently work with the same customers, building relationships and becoming their trusted tech advisor
• You'll respond to tickets and support requests via phone, email, remote access, and in-person visits
• You'll maintain detailed documentation of issues, solutions, and configurations for team reference
• You'll collaborate with teammates and vendors on larger projects and system upgrades
• You'll ensure data security and compliance with company policies in all your work
• You'll provide rotating on-call service after regular business hours on a limited basis
• You'll work with customers by email, phone, remote access, and in person to install, configure, upgrade, maintain, and troubleshoot computer systems, networks, hardware, and software.
• You will protect our brand with exceptional customer service delivered with confidence, expertise, and attention to detail.

Qualifications and Requirements

We’re flexible on the number of years of previous experience for this role. We highly favor talent and interest. Some candidates may see this list and feel discouraged because they don’t match all the items. Please apply anyway: there’s a good chance you’re a great fit!

• 1-2+ years of experience in an IT-related position or equivalent hobby experience
• Strong knowledge of computer hardware, operating systems (Windows, MacOS), and common software applications
• Excellent problem-solving and analytical skills with a methodical approach
• Solid written and verbal communication skills
• Warm but professional attitude and appearance
• Excellent organizational and documentation skills
• Customer service orientation and genuine desire to help people
• Comfortable speaking on the phone, computer, or in-person with customers daily
• Willingness to make mistakes and learn from those mistakes
• Willingness to invest the time it takes to learn new skills and systems
• Physical ability to lift and move computer equipment as needed
• Valid driver's license for onsite client visits
• High School Diploma or GED required; Associate Degree in IT or related field preferred
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus
• Experience with network administration, cybersecurity, and remote support tools preferred

If you are in any of the following or similar positions, APPLY TODAY! Come join a company that is truly dedicated to making a career for you.

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