Help Desk Technician

Position Summary:
The Help Desk Technician is the first point of contact for all IT-related inquiries and issues. This role is crucial in providing excellent customer service and technical support to our internal customers. The ideal candidate will be a highly motivated, customer-focused individual with a strong desire to learn and contribute to a positive customer experience. This is an on-site position based in Charlotte, NC, requiring daily attendance.

Key Responsibilities:

• Provide first-line technical support to end-customers via phone, tickets, and in-person for hardware, software, and network-related issues.
• Log, prioritize, and track all support requests in the IT Service Management (ITSM) system.
• Diagnose and resolve common technical problems, including password resets, software installations, printer issues, and basic network connectivity.
• Escalate complex or unresolved issues to Level 2 technicians or other appropriate IT teams with clear and detailed documentation.
• Perform basic troubleshooting of VoIP phones and other communication tools.
• Guide customers through self-help solutions and best practices for common IT issues.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Adhere to IT policies, procedures, and security best practices.
• Maintain a high level of customer satisfaction through professional and courteous interactions.
  
  

Qualifications:

• High school diploma or GED required. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 0-2 years of experience in a help desk, technical support, or customer service role.
• Basic understanding of computer hardware components (desktops, laptops, printers).
• Familiarity with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Basic knowledge of network concepts (TCP/IP, Wi-Fi).
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Exceptional customer service skills with a patient and empathetic approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to lift and move computer equipment up to 25 pounds.
• Must be able to work on-site in our Charlotte, NC office 5 days a week.
  
  

Preferred Qualifications:

• CompTIA A+ certification or equivalent.
• Experience with an IT Service Management (ITSM) system (Manage Engine Service Desk Plus).
• Familiarity with Active Directory for user and computer management.
• Basic understanding of mobile device support (iOS/Android).