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IT Helpdesk Specialist Tier I

McKinney Specialty Labs
Richmond, VA
Description

About McKinney Specialty Labs

McKinney Specialty Labs is an innovative scientific organization that draws upon decades of extensive expertise in testing nicotine and other aerosolized products. We employ subject matter experts with extensive scientific knowledge, utilize robust and validated analytical methods, and offer testing flexibility to meet the diverse needs of our clients.

Our mission is to deliver best-in-class product testing and global regulatory science solutions to our clients through our experience, people and technology. We accomplish this by offering our clients the highest quality testing services in a state-of-the-art facility, all conducted according to our Values: Excellence, Collaboration, Integrity, Innovation, and Respect.

We are a new and growing company located in Richmond, Virginia. We offer competitive pay and a comprehensive benefit package, including health, dental and 401k.

To learn more, please visit our company website:

Position Overview

As a Tier I Helpdesk Specialist, you will install, troubleshoot, and repair software and/or equipment. This position will solve user's routine to moderately complex problems with network or applications software, and support operations for lab-based employees and our remote workforce. This position will report to the CIO.

Essential Duties And Responsibilities

  • Answer and respond to queries on basic technical issues with the ability to advise, resolve and follow-up
  • Properly identify priority issues, and escalate accordingly
  • Provide first level support to desktop/laptop users, including hardware/software troubleshooting and desktop/laptop application support
  • Responsible for documentation of events, problems and resolutions utilizing the company helpdesk software
  • Direct unresolved issues; communicate feedback or suggestions to team
  • Train computer users as needed

Necessary Qualifications

To perform this job successfully, individuals must be able to perform each duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • 2-year degree in IT related field or equivalent demonstrable experience
  • At least 1 years’ experience in corporate IT or Service Desk
  • Excellent customer service skills: patience, adaptability, empathy and a positive attitude are a must
  • Attention to detail
  • Ability to work independently and as part of a team
  • Willingness to learn and adapt to new technologies
  • Good organizational skills and ability to maintain accurate records
  • Strong understanding and experience supporting computer systems, software, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Ability to stand, sit, walk, climb, reach, kneel for extended periods, and lift/move equipment up to 50 lbs.

Network Diagnostic Skills

  • Basic understanding of networking concepts (IP addressing, subnetting, DNS, DHCP)
  • Familiarity with network diagnostic tools (ping, traceroute, ipconfig, netstat)
  • Ability to diagnose and resolve basic network connectivity issues.

Technical Troubleshooting Skills

  • Ability to follow and create technical documentation.
  • Experience with remote desktop support tools.
  • Basic understanding of security best practices and tools.

Preferred Skills

  • Proficiency in Windows 10/11 operating systems
  • Basic knowledge of M365 applications (Outlook, Teams, SharePoint, OneDrive)
  • Experience with Azure Active Directory (AAD)
  • Basic understanding of Azure services
  • Ability to manage and troubleshoot Active Directory (AD) issues.

Certifications (Preferred But Not Required)

  • CompTIA A+
  • Microsoft Certified: Fundamentals (e.g., Azure Fundamentals, Microsoft 365 Fundamentals)
  • Any relevant networking certifications (e.g., CompTIA Network+)

Application Process

McKinney Specialty Labs is an Equal Opportunity Employer . We celebrate diversity and are committed to creating an inclusive environment for all employees. McKinney Specialty Labs does not discriminate in hiring or employment practices based on race, color, religion, gender, age, sexual orientation, marital or familial status, national origin, non-job-related disability, or status as a veteran.

If you are looking to make an impact in a dynamic and visionary company, we invite you to apply for this opportunity at McKinney Specialty Labs.
Posted 2025-07-29

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