IT Help Desk Specialist

Intratek Computer, Inc. is looking for an IT Help Desk Specialist to deliver remote, phone-based support for customers in the Charlotte, NC area. This role centers on Tier 1 issue intake, accurate ticket documentation, and Enterprise support with Office 365, while also assisting users across multiple departments and their specific applications.

You will work in a call center environment, taking inbound calls, troubleshooting common technology questions, and recording incident details and resolutions in the organization’s ticketing system, currently Cherwell with a move to Ivanti Neurons ITSM.

What you’ll do

• Handle Tier 1 technical support questions in a call center environment
• Log support incidents and document resolutions in the ticketing system (Cherwell currently; transitioning soon to Ivanti Neurons ITSM)
• Answer phones from end users across 21 departments, supporting both department-specific applications and Enterprise-level needs for Microsoft Office 365

Key skills and requirements

• Good customer service skills, including telephony skills, communication skills, active listening, and customer-care
• Knowledge and understanding of Windows 10 and Windows 11
• Working knowledge of Microsoft Office 365, including Excel, Word, PowerPoint, Outlook, and Teams

Technology experience

• Cherwell
• Ivanti Neurons ITSM
• Windows 10
• Windows 11
• Microsoft Office 365
• Excel, Word, PowerPoint, Outlook, Teams

Scheduling and shift details

• 3rd shift: Sunday through Thursday, 11 pm to 7 am (off Friday night and Saturday night)
• Training: first 2 weeks on-site
• Training hours: typically Monday through Friday, 8am to 5pm for the first 2 weeks
• Shift flexibility: candidates must occasionally work other shifts for coverage, even if assigned to a regular daytime or overnight schedule
• Holiday availability: available to work holidays when coverage is needed

Benefits

• Medical benefits
• Paid vacation
• Paid holidays