L1 Help Desk Technician

Bastionpoint Technology is hiring an L1 Help Desk Technician for its team in Richmond, VA. This is a fast-paced, phone-heavy Level 1 support role focused on diagnosing and resolving end-user hardware, software, and connectivity issues, including support for Microsoft 365 and related systems.

Location

Richmond, VA (onsite)

Salary

USD 45,000 per year starting salary, scalable based on experience ($45,000+).

Responsibilities

• Provide Level 1 support via phone, email, and ticketing systems
• Troubleshoot hardware, software, connectivity, and end-user issues
• Support Microsoft 365, cloud applications, devices, and on-premise systems
• Troubleshoot basic networking topics including Wi-Fi, LAN/WAN, firewall, and connectivity
• Prioritize tickets and keep clients informed
• Explain technical solutions clearly to users with varying levels of technical knowledge
• Document troubleshooting steps and final resolutions
• Escalate issues when additional expertise is required
• Build technical capability through hands-on support and mentorship

Required Qualifications

• 0–2 years of hands-on IT, PC support, help desk, or technical support experience
• Basic computer hardware and troubleshooting knowledge
• General knowledge of Microsoft 365 and cloud services
• Basic understanding of networking concepts
• Strong verbal and written communication skills
• Confidence speaking with clients and explaining technical issues
• Strong organization, follow-through, and attention to detail
• Ability to remain calm and professional in a fast-paced environment
• Valid driver’s license and reliable transportation for occasional onsite support

Technologies

• Microsoft 365
• Cloud applications
• Wi-Fi
• LAN/WAN
• Firewall

Benefits

• $45,000+ starting salary, scalable based on experience
• Health insurance, PTO, and a retirement plan
• Technical mentorship from experienced engineers
• Exposure to a wide range of technologies and client environments
• Career development and advancement opportunities
• On-site gym, sauna, and gaming room
• Collaborative, people-focused team environment

What Makes This Role Different

This position is designed for a phone-heavy Level 1 support workflow, where you may spend up to 6 hours per day working directly with clients over the phone. You will diagnose issues, guide users through solutions, and work alongside experienced engineers while providing a supportive experience.

Additional Fit Factors

• Certifications, technical schooling, internships, home labs, or other hands-on IT experience are a plus
• Preference is for the ability to learn, troubleshoot, communicate, and deliver great service

Who Will Thrive Here

This role is a strong match for candidates who want to build a long-term IT career, enjoy solving problems and helping people, feel comfortable spending significant time on the phone, take ownership of support outcomes, and are motivated to learn.