IT Help Desk Agent

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18^th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.  

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

About the Position

Join the front lines of tech support at Colonial Williamsburg! As an IT Help Desk Agent, you'll be every employee's first point of contact for all technology-related challenges ranging from hardware, software, and business application issues to printer, voice, and network-connectivity problems. Supporting over 1,500 users, you'll deliver real-time support both in-person and via phone and tickets, troubleshooting and solving problems on the spot or escalating complex issues to specialized IT teams. If you're passionate about technology, problem-solving, and helping people, this 100% onsite role puts you at the heart of keeping our operations running smoothly.

Essential Functions:

• Deliver prompt, effective customer service for incidents and service requests reported to the IT Help Desk.
• Provide Tier 1 and (limited Tier 2 support) for hardware, software, applications, printers, voice systems, network connectivity, VPN troubleshooting, PC reimaging, Microsoft 365 admin functions, and mobile device management.
• Resolve issues when possible, escalating complex problems to Tier 2 or 3 teams while collaborating to ensure timely resolution.
• Accurately document all incidents, service requests, and troubleshooting actions in the IT Help Desk ticketing system.
• Coordinate with the third-party printer vendor to ensure timely service and supply delivery.
• Maintain security and compliance of end-user devices through routine updates and maintenance.
• Communicate clearly with the IT team members and other departments during major incidents.
• Create and maintain documentation for common issues and support procedures.
• Maintain up-to-date hardware inventory and device assignment records in the Asset Tracking System.
• Monitor and follow up on open tickets to ensure resolution and user satisfaction.
• Adhere to standard operating procedures and performance guidelines.
• Support additional IT tasks or projects as assigned.
• This is a non-exempt position, eligible for overtime in accordance with the Fair Labor Standards Act.

Education & Experience:

Required:

• High school diploma or equivalent.
• Associate’s degree in technology-related program or relevant technical certifications (such as CompTIA A+, Microsoft 365 Certified: Fundamentals, and/or ITIL Foundation) OR equivalent experience working in a help desk position.
• 3-5 years in a structured work environment such as corporate, government, military, educational, technical services, or similar.
• Customer service experience that includes the proven ability to interact tactfully and professionally.

Preferred:

• Bachelor’s degree in a technology-related program.

Key Skills / Competencies:

• Strong technical aptitude and problem-solving abilities, with a hands-on approach to troubleshooting.
• Excellent verbal and written communication skills, with the ability to effectively engage diverse audiences.
• Able to perform effectively under pressure in a dynamic, fast-paced environment.
• Strong organizational skills with the ability to manage time, tasks, and shifting priorities.
• The ability to take full ownership of individual responsibilities while also collaborating effectively in a team environment to share and balance the workload.
• Demonstrates initiative, curiosity, sound judgment, and creative problem-solving in day-to-day responsibilities.

Physical and Environmental Demands:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift and carry up to 30 pounds.

Typical Work Schedule:

• The IT Help Desk is open Monday through Friday from 8am to 5pm. There are two shifts--one from 8am to 4pm and the other from 9am to 5pm. There may be an occasional need for overtime.

• In addition, team members provide after-hours support overnight and on weekends and holidays on a rotating basis approximately one week out of every month.  Must be able to remote into the systems and/or be on property within thirty minutes of first contact.