Help Desk Agent


Strategic Staffing Solutions is currently looking for a Help Desk Agent for a contract opening with one of our largest clients located in Richmond, VA.

This is a Contract Opportunity with our company that MUST be worked on a W2 ONLY, NO visa sponsorship or C2C eligibility for this position.  The details are below.

How to Apply: send resume and contact information to Corey Rennie, Sourcing Specialist, at

Help Desk Agent

Contract length: 4 months with possible extension/conversion

Job/Role Description:

  • We are seeking a customer service-oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner.
  • You will be considered as the firm's front line and you will solve basic technical problems while providing support for all assigned areas.
  • The goal is to make sure that the associate value is maintained to the standards set forth by the company.
  • This is a call center environment with a steady flow of issues, needs and requests from internal end users.
  • Provide application support through remote access tools to resolve internal end user issues
  • Monitor and respond quickly and effectively to calls or chats received to the Service Desk
  • Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware
  • Remotely access and support end user machines to achieve first call resolution
  • Utilize Service Now as the ticketing tool to track and escalate tickets for end users
  • Assist with onboarding of new Agents by training and allow others to shadow
  • Perform other tasks as needed by the Service Desk Managers


  • Basic Qualifications:
  • High School Diploma, GED, equivalent certification or military experience
  • At least 1 year of remote help desk support experience
  • Fluent in English
  • Mac Integration Basics Certificate or 1 year of equivalent Mac support experience
  • Windows 10 Certificate or 1 years of equivalent Windows OS support experience
  • Preferred Qualifications:
  • Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
  • ITIL Certification
  • 2 years of remote help desk support experience

Training will consist of two weeks working 8-5 M-F including shared classroom-type of instruction followed by several weeks of job-based shadowing. Once onboarded, the available shift times are not set yet but will be morning start times, afternoon start times and nights. Each shift is 9 hours long with 1 hour unpaid lunch. The days off are not set yet but there will be at least one working day during the weekend (Saturday or Sunday). Shift schedules will be set due to the call volume and needs of the company.

The S3 Difference:

The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities. The four pillars of our company are to:

  • Set the bar high for what a company should do
  • Create jobs
  • Offer people an opportunity to succeed and change their station in life
  • Improve the communities where we live and work through volunteering and charitable giving

As an S3 employee, you're eligible for a full benefits package that may include:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan
  • Vacation Package
  • Life & Disability Insurance Plans
  • Flexible Spending Accounts
  • Tuition Reimbursement
Richmond, VA 23214, US