IT Customer Support Representative I – Service Desk

3PL Vision LLC is hiring an IT Customer Support Representative I – Service Desk for a hybrid role in Charlotte, NC. This contract position offers $21–$22 per hour and focuses on helping employees get back to work by resolving IT issues, managing support tickets, and keeping users informed throughout the process.

What you’ll do

• Serve as the first point of contact for technical assistance via inbound phone calls, live chats, emails, and service tickets.
• Troubleshoot and resolve common issues across hardware, software, Windows, Microsoft Office 365, Outlook, and connectivity.
• Create, update, track, and manage support tickets using ServiceNow or a similar ticket management system.
• Follow established IT processes for Incident Management, Request Fulfillment, and Knowledge Management.
• Support desktops, laptops, mobile devices, printers, applications, and network connectivity, including access and remote connectivity issues.
• Use Knowledge Base articles to diagnose problems, provide accurate resolutions, or escalate to specialized technical teams when needed.
• Maintain clear, regular communication with end users regarding ticket status, troubleshooting progress, and resolution timelines.
• Monitor ticket queues, prioritize requests, and resolve issues within established Service Level Agreements (SLAs).
• Coordinate with internal IT teams and third-party vendors to drive technical resolution.
• Document troubleshooting steps, resolutions, and user communications accurately.
• Support corporate calls, customer scheduling, and follow-up activities.

What you bring

• Minimum 2 years of IT Help Desk, Technical Support, or Service Desk experience.
• High School Diploma or GED required; an Associate degree in IT or relevant professional certification is preferred.
• Strong customer service experience, ideally in a call center or technical support environment.
• Hands-on troubleshooting experience with Windows computers, software, hardware, and mobile devices.
• Experience handling inbound calls, chats, emails, and IT support tickets.
• Familiarity with ServiceNow or similar ticket management platforms.
• Excellent verbal and written communication skills.
• Ability to multitask, manage priorities, and work in a fast-paced environment.

Tools and technologies you’ll use

• ServiceNow, Windows, Microsoft Office 365, Outlook, Microsoft Teams, Word, Excel, SharePoint
• Active Directory, Microsoft Azure, Exchange, email data files (.OST)
• Cisco VPN, Pulse VPN, Citrix, LogMeIn
• Microsoft Edge, Google Chrome, Adobe

Preferred technical skills

• Microsoft Windows 10/11 and Microsoft Office 365 support
• Microsoft Teams, Outlook, Word, Excel, and SharePoint support
• Active Directory administration and Microsoft Azure familiarity
• Troubleshooting Outlook, Exchange, .OST email data files, and mailbox issues
• Windows desktop, monitor, printer, driver, and connectivity troubleshooting
• Connectivity support for Cisco VPN, Pulse VPN, and Citrix
• Remote support tools such as LogMeIn or similar applications
• Software installation, configuration, and deployment
• Corporate mobile device configuration and distribution
• Microsoft Edge, Google Chrome, and Adobe application support
• IT asset management and Knowledge Base documentation