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Junior IT Helpdesk Specialist!

Are you an IT tech support professional? Do have a passion for both computers and excellent customer service? One of R&W Group’s favorite clients is a business in the mortgage finance industry, seeking candidates to fill a Tier I IT Helpdesk Specialist opening. This position is available in the client’s Virginia and Alabama office locations.

In this role, your main focus will be troubleshooting end-user technical issues and providing support to both internal and external users. You will provide support from either of these two offices for external clients around the country, and may be asked to support those needs on location from time to time.

Job Responsibilities:

  • Resolving basic IT issues such as password resets, peripheral configurations, desktop/laptop/iPad/iPhone configurations, software installations and hardware repair

  • Providing Tier-I technical support for user requests using email and email, as well as in-person consultations.

  • Reimaging computers, installing software, and providing additional provisions of new hardware for new and existing users

  • Troubleshooting, identifying, and implementing solutions to technical problems, leveraging existing company resources and researching new approaches

  • Supporting client infrastructure both remotely and onsite at client branch locations as needed. Most travel will be limited to the DC Metropolitan Area.

  • Guiding clients through steps to resolve issues and training users to address common issues

  • Effective communication and timely updates regarding progress of ticket resolution, and explaining situation’s technical elements in non-technical ways to support end user comprehension.

  • Resolving minor technology problems, monitoring activities, and maintaining documentation.

  • Supporting common enterprise software solutions like Microsoft Office and Adobe’s suite of products

  • Supporting and basic troubleshooting of Encompass, a mortgage management solution by Ellie Mae


  • Flexible work hours. While most work will occur during standard business hours, this position is mission critical and may require occasional night and weekend work.

  • Participation in a rotating on call schedule is required (providing call coverage for 1 week out of each 8-week rotation)

  • Exceptional customer service

  • Knowledge of computer and/or network security systems, applications, procedures and techniques.

  • Proficiency with software such as Microsoft Office, Adobe, Encompass, and online resources

  • Familiarity with Cisco VPN, Ticketing Systems, Remote Connectivity Tools, and Imaging Systems

  • Ability to install, configure and maintain personal computers, networks, and related hardware and software.

  • Effective and timely communication, both within the department and with end users

  • Valid driver’s license and reliable personal transportation


  • Two (2) years of experience in corporate IT

  • Ability to solve complex IT problems

  • IAT Certification (e.g. A+, Security+, Network+)

  • Associate’s or Bachelor’s degree, especially in technical field of study, is preferred but not required

The company is based in Northern Virginia with free parking is available onsite in either location. Qualified and interested candidates, please submit your resume by registering at


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