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$28/hr–$34/hr
Full-time
high school
Posted 11h ago
~40 hrs/week
Responsibilities
The Helpdesk Support Specialist II provides front-line technical support by troubleshooting hardware, software, and access issues for end users. They are responsible for documenting incidents, maintaining service level standards, and ensuring high levels of customer satisfaction.
Requirements
Candidates must have a high school diploma or equivalent and up to 3 years of technical support experience. A CompTIA Security+ CE certification and the ability to obtain a Secret level clearance are required.
Full job description
Description
Job Title: Helpdesk Support Specialist II
Department: Operations – Services
Reports To: RavenTek Program Manager
Location: Norfolk, VA (must live within driving distance)
Schedule: 12 hour shifts; 6am to 6pm or 6pm to 6am, varies per shift (3-4 days/week, weekends included)
Hours: Full Time 30+ per week (varies per week)
FLSA Status: Hourly, Nonexempt
Clearance: Ability to obtain Secret level
Position Summary
The Helpdesk Specialist II provides advanced front-line technical support services to end users by troubleshooting and resolving hardware, software, and access-related issues. This role serves as an initial point of contact for IT support requests and ensures timely resolution or escalation in accordance with established service level standards. The position supports mission-critical operations by delivering reliable, professional IT support services and maintaining high levels of customer satisfaction. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.
Requirements
Essential Duties and Responsibilities
Serve as the initial point of contact for troubleshooting hardware and software issues while providing professional and courteous customer service to all users.
Respond to end-user phone, email, or chat requests for technical support in a timely manner while gathering accurate information to diagnose reported problems.
Resolve computer, application, system, device, access, and performance issues by applying established troubleshooting procedures and technical knowledge.
Utilize product documentation, knowledge bases, and solution databases to research, analyze, and resolve technical issues effectively.
Advise users on appropriate methods to resolve issues independently and provide guidance on how to prevent future technical problems.
Document incidents, troubleshooting steps, and resolutions using approved helpdesk systems and tools to ensure accurate recordkeeping.
Fulfill established service level standards for response time, resolution quality, and customer satisfaction.
Maintain accurate and up-to-date documentation of all support activities and user interactions.
Provide support for both legacy systems and modern software applications operating across multiple platforms.
Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
Submit Monthly Status Reports on a regular basis, as required.
Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
Complete required compliance training as assigned.
Other duties as assigned.
Travel up to 10% may be required.
Knowledge and Critical Skills
Strong customer service orientation with the ability to interact professionally and patiently with users at all levels.
Demonstrated technical troubleshooting skills across hardware, software, and application environments.
Knowledge of Windows operating systems and common enterprise software tools.
Basic networking knowledge, including connectivity and access troubleshooting concepts.
Understanding of IT security practices and the importance of protecting sensitive information.
High attention to detail to ensure accurate documentation and issue resolution.
Ability to work effectively both independently and collaboratively within a team environment.
Education & Work Experience
High school diploma or equivalent required.
Up to 3 years of technical support experience required.
Experience with helpdesk tools, ticket management systems, and standard IT support procedures.
Certifications, Licenses
CompTIA Security+ CE
Special Requirements
Must be able to obtain and maintain Secret level clearance.
Must be flexible for shift-work.
Work Environment
Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.
Physical Demands
To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.
ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.
This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Related keywords
HelpdeskTechnical SupportHardwareSoftwareWindowsNetworkingIT SecurityCompTIA Security+ CESecret ClearanceTicket ManagementTroubleshootingOperationsCustomer ServiceDocumentationShift Work
Leading-edge digital transformation and cybersecurity solutions.
Industry
IT Services and IT Consulting
Company size
201-500 employees
Founded
2015
Headquarters
Ashburn, Virginia
LinkedIn followers
3,790
RavenTek enables mission success by clarifying complexity. We deliver AI and ML enabled cybersecurity, digital experience, and tactical operations capabilities through professional and managed IT services. Our solutions are designed for demanding and complex environments, giving clients the visibility, agility, and efficiency they need to make informed decisions. We work closely with leading technology partners to provide consistent, scalable support focused on measurable results. What sets RavenTek apart is our commitment to understanding how our clients operate, from the systems they run to the people behind them, so we can apply the right solution in the right place at the right time.
Offices: 20405 Exchange St, Suite 300, Ashburn, Virginia 20147, US
IT SupportAdministrative StaffingEngineeringApplication PerformanceIT ModernizationSystems IntegrationData Center OptimizationCloud MigrationEnd-user Experience ImprovementNetwork Performance
Based on 143 listings with disclosed salaries, most technology jobs in Norfolk, VA pay between $63k–$158k per year. Individual offers vary with seniority, company size, and specialization.
How many Technology jobs are open in Norfolk, VA right now?
There are currently 216 open technology positions in Norfolk, VA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Norfolk, VA?
Companies currently hiring include CACI International Inc, Booz Allen Hamilton, WR Systems, Elevance Health, Guidehouse, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Norfolk, VA?
Yes — 48 of the 216 open technology positions offer remote or hybrid work (15 remote, 33 hybrid).
How do I apply for Technology jobs in Norfolk, VA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.