IT Helpdesk Support

Our Company: Tactiq is an innovative software solutions provider focused on bridging the gap between retailers, manufacturers, and distributors. Headquartered in Richmond, Virginia, our team is revolutionizing the direct store delivery (DSD) industry. Our suite of solutions includes standardized communications, invoicing, and ordering tools, all designed using world-class technology to support both retailers and suppliers within the DSD industry. Tactiq is uniquely positioned to increase both operational efficiency and service quality, with a proven track record of driving sales growth and cost savings for our partners.

Our People: Our team members join Tactiq to learn, develop, and be part of an environment that rewards performance and innovation while providing opportunities to personally excel and grow. We work closely as a team, respect each other as professionals, and move decisively on meeting the needs of our partners, all guided by our values:

• Do the right thing
• Win as a team, lose as a team
• Own it
• Embrace the messy
• Think like your customer

Role Overview

We’re looking for a driven and personable IT Helpdesk Support Specialist to join our growing tech team. This person will be a critical point of contact for employees across all departments and seniority levels. Your work will span hands-on technical support, asset management, endpoint lifecycle monitoring, and collaboration with IT leadership on ongoing infrastructure initiatives.

This is an ideal role for someone who thrives in a dynamic environment, enjoys solving technical puzzles, and is confident interfacing with a wide array of internal stakeholders.

Core Responsibilities

• Provide daily IT support to employees across the organization – including troubleshooting hardware, software, access, and connectivity issues.
• Monitor, triage, and resolve tickets through JIRA through our helpdesk system (e.g., password resets, OS issues, software access, printing problems).
• Perform regular audits and maintenance of IT assets (PCs, Macs, tablets, peripherals) using NinjaOne, SCCM, Google Workspace or similar endpoint management platforms.
• Oversee the patch management process across Windows and macOS devices, ensuring machines are secure and compliant.
• Track inventory and maintain accurate asset records in alignment with lifecycle policy and SOC 2 controls.
• Create and manage user accounts for common software (e.g., Office 365, Google Workspace) and monitor license usage/costs.
• Experience with Active Directory for user account management, group policy administration, and access control.
• Provide in-office support including AV setup, meeting troubleshooting, and office network equipment issues (Wi-Fi, printers, etc.).
• Provision and support private application platform tablets for clients, including imaging, deployment, and ongoing troubleshooting.
• Coordinate the onboarding and offboarding of employees, including equipment provisioning/shipping and access configuration by role.
• Familiarity with VoIP systems (e.g., Polycom, Zoom Phone) and collaboration platforms such as Zoom, Slack, Google Meet, and Microsoft Teams for troubleshooting and user support.

Requirements

Skills and Qualifications

• Excellent communication and interpersonal skills – must be comfortable working directly with all levels of staff.
• Strong critical thinking, time management, and prioritization skills.
• Familiarity with endpoint management tools like NinjaOne, JAMF, especially for remote monitoring, compliance tracking, patching, and auditing.
• Proficiency with Windows and macOS environments.
• Hands-on experience with hardware troubleshooting, imaging, and lifecycle management.
• Previous experience with asset audits, physical and digital inventory tracking, and hardware refresh cycles.
• Comfortable working independently in both on-site and remote settings.

Preferred Experience

• Experience supporting distributed teams in a hybrid/remote-first environment.
• Experience working in environments preparing for or maintaining SOC 2 compliance.

Education & Certifications

• 4-year college degree in a related field, or equivalent practical experience.
• A+ Certification or similar (CompTIA, MTA, etc.) strongly preferred.

Benefits

At Tactiq, we believe in creating a work environment where everyone is welcome to be themselves. With a focus on diversity and inclusivity, individuals are able to contribute and bring their best selves to a winning team environment.

We invest heavily in the development of our people and provide opportunities and support for our team to invest back into causes they care about.

We offer an extensive employee benefits package because we know that our people and what they care about matter most. We deeply care and want our team to be taken care of.

If you’re looking to work for a company that values authenticity, inclusivity, hard work, determination, and problem-solving, then we’re the right fit for you!

Included benefits:

• Health Care Plans (Medical, Dental & Vision)
• 401k plan with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (including time for volunteering) & Public Holidays
• Generous Parental Leave
• Short Term & Long Term Disability
• Training & Development opportunities
• Work From Home & Flexible work arrangements
• Wellness Resources