IT Help Desk Tier 1

Country Club of Virginia, Inc. offers an on-site IT Help Desk Tier 1 role in Richmond, VA that prioritizes courteous, professional service while supporting daily operations for staff and members. This position provides a stable, team-focused environment with a comprehensive benefits package and opportunities to develop foundational IT skills in a hospitality-forward setting.

Benefits

• 401(k) retirement plan with employer contribution and match
• medical/dental/vision insurance
• fully paid life and long-term disability insurance
• flexible spending accounts
• free employee meals while working

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, ticketing system, or in person
• Troubleshoot, diagnose, and resolve basic hardware, software, and connectivity issues
• Install, configure, and maintain desktop and laptop computers, peripherals, and standard applications
• Assist users with password resets, account access, and basic system navigation
• Document issues, troubleshooting steps, and resolutions in the ticketing system
• Escalate unresolved or complex issues to Level 2 or higher support teams
• Support technology used in dining outlets, banquet operations, golf operations, and administrative offices
• Follow established IT policies, procedures, and service-level agreements (SLAs)
• Provide basic training and guidance to users on common IT tools and best practices
• Deliver courteous, professional customer service at all times
• Adhere to club policies regarding data security, confidentiality, and acceptable technology use
• Assist with onboarding and offboarding tasks, including equipment setup and access provisioning

Requirements

• Basic understanding of cybersecurity best practices
• Familiarity with Microsoft 365, email platforms, and common office applications
• Strong communication and customer service skills
• Ability to troubleshoot issues logically and follow documented procedures
• Ability to work independently and collaboratively within a team
• High school diploma or equivalent
• Basic knowledge of Windows and/or macOS operating systems
• Experience with ticketing systems (e.g., Northstar, Clearsky)
• Basic understanding of networking concepts (Wi-Fi, VPN, TCP/IP)
• Exposure to Active Directory, Azure AD, or similar user management tools
• 1–2 years of experience in IT support, help desk, or customer service

Technologies

• Microsoft 365
• Northstar
• Clearsky
• Active Directory
• Azure AD
• Windows
• macOS
• VPN

Schedule

• Full-time position, typically Tuesday–Saturday
• Standard hours: 9:00 AM – 5:30 PM
• Some after-hours or on-call support may be required based on operational needs