Help Desk Associate

Job Summary

Providing friendly and professional customer support, the full-time Help Desk Associate will diagnose and troubleshoot technical issues via phone, chat, or email, while working onsite, hybrid, or remotely from Ashburn, VA.

Key responsibilities

• Diagnose and troubleshoot basic technical issues, including passwords, connectivity, and device setup
• Document all customer interactions accurately in the CRM/ticketing system and follow internal auditing procedures
• Maintain strong productivity metrics and escalate complex issues to higher-level support as needed

Required qualifications

• High school diploma or equivalent (GED); advanced technical or customer support training is a plus
• 1-2 years of experience in customer service, help desk, call center, or retail environments
• Basic ability to troubleshoot computers and common applications
• Comfortable using video conferencing tools and softphone/VoIP systems
• Must be a U.S. citizen to meet eligibility requirements for accessing sensitive information