IT Service (Help) Desk Tech

The on-site IT service desk role provides desktop-level support for multiple clients, handling ticket triage, remote assistance, and issue resolution in a fast-paced environment.

Responsibilities

• Deliver daily customer support for the Service Desk and assist users with incidents and requests.
• Triage, prioritize, assign, and manage Service Desk tickets as they are submitted.
• Provide remote assistance to existing Corporate Information Technologies customers within SLAs, covering workstations, software systems, and basic LAN/WAN troubleshooting.
• Track tickets through resolution to ensure timely closure.
• Document recurring issues and collaborate with the team to identify permanent solutions.
• Support and improve core processes and related documentation.
• Escalate dissatisfied end users to the Service Manager.
• Escalate advanced technical issues to the appropriate resources following the established escalation process.

Requirements

• Microsoft Windows operating systems (Windows 10 and Windows 11)
• Strong proficiency with Microsoft Office based applications (Teams, Excel, Word, Email, OneDrive)
• Hardware support for common vendors (Lenovo, Dell, HP)
• VPN systems
• AD password resets and user creation

Technologies

• Windows 10
• Windows 11
• Microsoft Teams
• Microsoft Excel
• Microsoft Word
• OneDrive
• Microsoft Office
• Active Directory
• VPN systems
• VMware
• Azure

Benefits

• Dental insurance
• Health insurance
• Paid time off

Job Types

• Full-time
• Permanent

Pay

Pay: $20.00 - $24.00 per hour

Work Location

In person at Charlotte, NC (onsite)

Ability to commute

Charlotte, NC 28262 (Preferred)

Certifications

Certifications to be attained within the first year of employment:

• VCTA-DCV
• Net+