Desktop Support Specialist

LifeSpire of Virginia is seeking a Desktop Support Specialist to join our Home Office Information Technology team in Glen Allen VA. If you are a service-oriented IT professional who enjoys solving problems supporting end users and creating a seamless technology experience we encourage you to apply.

With over 1000 team members across the state we are committed to making a meaningful difference in the lives of those we serve. Our collaborative corporate team works hard supports one another and stays energized by our mission of empowering individuals with choices in purposeful living.

Be part of a team where your skills dedication and contributions are valued. We are committed to helping you grow professionally while supporting work/life integration in a positive and engaging environment. This position is based in Glen Allen Virginia with the opportunity for a hybrid work schedule.

LifeSpire of Virginia is a dynamic growing organization and an emerging employer of choice across the Commonwealth. We offer competitive compensation and a comprehensive benefits package including generous paid time off health and dental coverage educational opportunities and a 403(b) retirement plan with company match.

Position Summary

The Desktop Support Specialist serves as the first point of contact for end users providing timely and effective technical support for hardware software and basic network issues. This role is responsible for troubleshooting and resolving common IT problems supporting device setup and user access and ensuring a positive user experience through clear communication responsiveness and attention to detail.

With 23 years of experience the Desktop Support Specialist applies foundational technical knowledge follows established processes and escalates more complex issues as needed. This position requires frequent interaction with leadership staff residents and community stakeholders.

Key Responsibilities

• Support the mission vision and values of LifeSpire of Virginia
• Serve as the first point of contact for IT support via ticketing system phone and email; prioritize requests appropriately
• Troubleshoot and resolve issues related to desktops laptops mobile devices printers and business applications (e.g. Microsoft 365 email VPN)
• Perform user account management tasks including password resets provisioning/deprovisioning and permissions management (Active Directory Azure AD)
• Install configure and maintain end-user hardware and software including imaging deployment and patching
• Document incidents resolutions and processes to contribute to the knowledge base
• Escalate unresolved or complex issues to senior IT staff
• Support onboarding and offboarding activities including device setup and system access
• Assist with basic network connectivity troubleshooting (Wi-Fi VPN wired connections)
• Promote and follow IT security best practices including identifying suspicious activity and supporting endpoint protection
• Deliver strong customer service by communicating clearly managing expectations and ensuring issue resolution
• Perform other duties as assigned

Qualifications

• 23 years of hands-on desktop or helpdesk support experience in a professional environment
• Working knowledge of Windows 10 and 11 common business applications and basic networking concepts
• Experience with ticketing systems and remote support tools
• Familiarity with Active Directory and Microsoft 365 administration tools
• Strong troubleshooting communication and time management skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Highly organized detail-oriented and self-motivated
• Strong written and verbal communication skills; comfortable supporting remote users across multiple locations
• Ability to build and maintain effective working relationships with staff leadership and residents
• Demonstrated patience and attention to detail when assisting users
• Ability to travel up to 20% to support community IT needs
• Valid drivers license and ability to operate a motor vehicle in accordance with company guidelines

Working Conditions & Hours

Typical working hours may include nights weekends holidays and support during inclement weather events. This role may also require after-hours availability to respond to emergencies such as service outages or critical IT needs.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.