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# Help Desk Support Specialist

- **Company:** Intersources Inc.
- **Location:** Richmond, VA, United States
- **Experience:** Experienced
- **Salary:** $24,000.0
- **Contract:** Permanent contract
- **Skills:** Human-Computer Interaction, Remote Service Software, User Environment Management, Servicenow
- **Published:** October 14, 2026
- **Apply:** https://www2.jobdiva.com/portal/?a=62jdnw10t7d77ytz0lbaey9qxonk3b05a9tqw96rb7z6hlfo7xj79l9g6mp6aj2o&compid=0/jobs/27716276#/jobs/27716276

## About the Role

· Proven experience in a Service Desk or IT support role.

· Required 2 years of technical support experience.

· Proficiency in using ServiceNow for incident and request management.

· Excellent communication and interpersonal skills.

· Strong problem-solving abilities and technical troubleshooting skills.

· Ability to work effectively in a high-demand environment with challenging users.

· Commitment to maintaining a high level of customer satisfaction.

Preferred Qualifications

· Previous experience in a similar Service Desk or support and problem resolution role.

· Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role.

· Familiarity with remote support tools and techniques

## Description

Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment., · Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.

· User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.

· Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.

· Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.

· Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.

· Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.

· Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.

· Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.