> Markdown version of [/jobs/ext/465211-help-desk-specialist](https://www.wearedevelopers.com/jobs/ext/465211-help-desk-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - **Company:** Atlantic Union Bank - **Location:** Richmond, VA, United States (Remote available) - **Experience:** Experienced - **Salary:** $41,208.0 - $61,771.0 - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Microsoft Operating Systems, Office Suite, Software Asset Management, Information Technology - **Published:** June 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f1346fcb778ede1e ## About the Role * High school diploma or equivalent and some computer training certification program. * Degree in a computer technology field or related fields is preferred. * Two plus years of experience and/or training; or equivalent combination of education and experience. Knowledge & Skills * Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members. * Attention to detail. * Creative thinking and problem solving. * Ability to capture and communicate the context of a situation. * Ability to work both independently and as a team member. * Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution. * Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed. * Strong working knowledge of Microsoft Operating Systems and Office productivity products. * Ability to work on multiple assignments with minimal supervision. ## Description This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction., * Respond to teammate support requests via telephone and email. * Diagnose and resolve information technology hardware and software issues. * Develop and maintain a professional level of proficiency within Information Technology. * Identify and escalate situations requiring urgent attention. * Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions. * Work with IT teammates to research and document problem resolutions. * Work independently to research and resolve technical issues. * Work with IT teammates in researching and writing technical documentation. * Maintain knowledge of IT roles and responsibilities. * Performs other related duties as assigned. * Assist with maintaining hardware / software inventory. ## Related Videos - [One Platform Could Not Fit Them All](https://www.wearedevelopers.com/videos/1919-one-platform-could-not-fit-them-all) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [How Sparking Developer Joy Unlocks Developer Productivity](https://www.wearedevelopers.com/videos/613-how-sparking-developer-joy-unlocks-developer-productivity) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)