Help Desk Associate - Remote

Overview

RP Professional Services is a rapidly growing Technology consulting firm headquartered in Virginia. We’re an 8a and Service-Disabled Veteran-Owned Small Business (SDVOSB) serving both federal and commercial customers. At RP, we help our clients achieve their mission by developing value driven, customized solutions that are executed by the best people. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. "People, not just Resources" is more than our motto; it's the foundation on which we are built!

In Short

• Provide first-line support for technical issues, resolving or escalating as needed.
• Respond to help desk tickets, emails, and phone inquiries in a timely and professional manner.
• Assist users with hardware, software, and network troubleshooting.
• Guide users through basic troubleshooting steps and provide clear instructions to resolve common IT problems.
• Document incidents, solutions, and resolutions accurately in the ticketing system.
• Maintain accurate records of all help desk inquiries, documenting the problem description, resolution steps, and final status.
• Track and monitor all reported issues through resolution, providing timely updates to users.
• Assist in establishing, modifying, or disabling user accounts in alignment with security policies.
• Contribute to the development and maintenance of a Help Desk Guide, ensuring FAQs and common issue resolutions are regularly updated.
• Provide proactive updates to users on the status of their inquiries and participate in customer satisfaction initiatives.
• Collaborate with IT teams to escalate complex issues and track progress to resolution.
• Support onboarding activities by setting up new user accounts, configuring workstations, and installing required software.

Requirements

• Customer-focused professional with a passion for IT support.
• Ability to efficiently resolve technical issues.
• Strong communication skills for interacting with end-users.
• Experience with ticketing systems and documentation.
• Knowledge of hardware, software, and network troubleshooting.
• Ability to work collaboratively with IT teams.
• Experience in a help desk or technical support role is preferred.
• Flexibility to adapt to changing priorities and user needs.
• Detail-oriented with strong organizational skills.
• Ability to provide proactive updates and participate in customer satisfaction initiatives.

Benefits

• Opportunity to work with a rapidly growing company.
• Engagement in meaningful work supporting the Department of Veterans Affairs.
• Professional development opportunities.
• Collaborative team environment.
• Flexible work arrangements may be available.