February 13, 2018

Helpdesk Specialist – Richmond

Shaw Systems is a national software development company that has an established record of solid financial performance and an excellent reputation for providing quality products. We are seeking a motivated individual to work as a Helpdesk Specialist supporting our Richmond, VA office. This position will be responsible for providing technical and deskside support to our internal, remote and Houston staff, as well as, occasional support to our Clients. The ideal candidate will have at least 5+ years of providing deskside support in an office environment of at least 50 employees. This position will be part of an on-call rotation with the IT department, responsible for approximately 1 week per month of after-hours support.


  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Daily systems operation and maintenance
  • Track, route and redirect problems to correct resources
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services


  • Proven working experience in providing help desk support
  • Working knowledge of help desk software, databases and remote support
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Windows Server OSes, Windows Desktops OSes, Microsoft Office 2010-2016, Cisco Anyconnect

Preferred Skills

  • SQL Server support
  • O365 support
  • Lotus Notes
  • BS degree in Information Technology, Computer Science or equivalent

Please mail, fax, or email your resume to:

Shaw Systems Associates, Inc.
Employment Opportunity
808 Moorefield Park Drive, Suite 300
Richmond, VA 23236
Fax: 804-272-1727
Email: resumes@shawsystems.com