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Help Desk Technician

Advantage Surveillance LLC Kannapolis, NC

Kannapolis, NC

Today

$20 - $22/hr Full time Cloud Platform Cloud Platforms Cloud Platforms Cloud Platforms

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Job Description

Advantage Surveillance LLC is hiring a Help Desk Technician (Tier 1) to serve as the first contact for IT support requests. This hybrid role supports end users by delivering timely assistance, troubleshooting common technology issues, and keeping help desk workflows moving through to resolution.

Working in the Information Technology department, you will handle routine support across Windows devices, Microsoft 365 tools, printers, and basic networking, while also coordinating with the IT team and escalating more complex problems with clear documentation.

What you’ll do

Provide first-level technical support via phone, email, remote tools, and in person
Troubleshoot Windows devices, Microsoft 365, printers, and basic networking issues
Monitor, log, prioritize, and resolve help desk tickets
Escalate advanced issues with proper documentation
Install, configure, and support hardware and software
Assist with device imaging, deployment, and asset/inventory tracking
Document work, resolutions, and follow IT policies and procedures
Support onboarding tasks and collaborate with the IT team

What you bring

1 year of Help Desk or IT Support experience
Strong knowledge of Windows OS, Azure, and Microsoft 365 Applications
Basic networking knowledge including Wi-Fi, DNS, and VPN
Experience working with ticketing systems (ITSM tools)
Strong communication and problem-solving skills
High attention to detail and strong organizational skills

Technologies you’ll work with

Windows OS
Azure
Microsoft 365
ITSM tools
Wi-Fi, DNS, VPN

Additional qualifications

Associate’s degree in information technology or related field
Experience with remote support tools
Experience working in a 24/7 on-call schedule

Role details

Department: Information Technology
Reports to: IT Manager / Systems Administrator
Location: Kannapolis, NC (hybrid); 3 days on-site / 2 days remote (Charlotte, NC area)
Schedule: Monday to Friday, 10:00 AM to 6:00 PM EST
Compensation: USD 20 to 22 per hour

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