Help Desk Technician, Service Operations Center

Location: Petersburg, VA (Onsite)

Duration: ASAP start | 5-month contract-to-hire

Hours: 40 hours per week. Two shift schedules available:

• Sunday–Thursday, 6:00 AM–3:00 PM
• Monday–Friday, 3:00 PM–12:00 AM

Pay Rate: $30-35/hour (W2)

Position Overview

Our client is seeking a Help Desk Technician (Service Operations Center) to join in Petersburg, Virginia. This role is ideal for candidates with helpdesk or technical support experience who are comfortable working in a fast-paced service environment, managing support tickets, troubleshooting technical issues, and communicating directly with customers and technicians. The SOC Technician will support service operations by handling incoming requests, coordinating follow-up activity, reviewing and analyzing service-related information, and assisting with troubleshooting across software, hardware, networking, and security system environments. This is a fully onsite contract-to-hire opportunity with an immediate hiring need.

Key Responsibilities

• Answer incoming service and technician support calls.
• Manage service tickets and customer follow-up activity through resolution.
• Communicate with customers professionally by phone and email.
• Review, compile, and analyze service-related data.
• Understand customer contracts and apply that knowledge in service coordination.
• Identify and request materials needed by service technicians.
• Complete processes related to bill of materials, invoicing, and quality checks.
• Provide initial troubleshooting support for software, desktops, servers, network devices, and security/CCTV camera systems.
• Work with vendors and support lines to assist with issue resolution.
• Perform other duties as assigned.

Required Qualifications

• Helpdesk or IT support experience supporting customers or internal employees.
• Experience using a major ticketing system to manage support incidents.
• Strong troubleshooting skills with the ability to fully resolve issues.
• Strong organizational skills and effective verbal and written communication abilities.
• Ability to multitask and manage requests with short turnaround times.
• Experience working with vendors and external help lines to resolve issues.
• Basic experience with remote troubleshooting, monitoring, and diagnostic tools.
• Basic knowledge of computer, hardware, and software support.
• One or more industry-recognized certifications, or equivalent formal training/education.

Eligibility Requirements

• Must be legally authorized to work in the United States.
• No third parties.
• As a contractor, you may be required to complete a background check.
• Must be able to work onsite in Petersburg, Virginia.
• Must be available for one of the listed shifts.

Compensation:

The anticipated pay range for this opportunity is $30.00–$35.00 per hour. The range represents a good-faith estimate of the compensation reasonably expected to be offered for this opportunity at the time of posting. Actual compensation will be determined based on experience, qualifications, engagement structure, and applicable work location within the range provided.

Benefits:

Depending on employment classification and eligibility, benefits may include medical, dental, and vision coverage; health savings accounts; life and AD&D insurance; long-term disability coverage; commuter benefits; and retirement plans. Eligibility for specific benefits is subject to the terms and conditions of the applicable benefit plans.

Additional Compensation:

This position is not eligible for additional compensation.