Job Description
Join our dynamic IT team as a Help Desk Support Specialist in Charlotte, NC! We're seeking a tech-savvy professional to deliver exceptional customer service and resolve technical challenges for our growing enterprise. Enjoy competitive benefits, career growth opportunities, and a collaborative work environment in the heart of Charlotte's tech corridor.
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote assistance
- Diagnose and resolve hardware/software issues including Windows OS, Microsoft Office, and cloud applications
- Manage service tickets in ITSM systems (ServiceNow/Jira)
- Document solutions and maintain knowledge base articles
- Escalate complex issues to senior engineers with detailed context
- Conduct user training on IT systems and security protocols
- Monitor system health and proactively address potential disruptions
Qualifications
- 2+ years of IT help desk support experience
- CompTIA A+ or equivalent certification required
- Proficiency in Active Directory, VPN, and endpoint management
- Strong troubleshooting skills for Windows environments
- Excellent communication and customer service abilities
- Experience with ITIL service management principles
- Ability to work flexible shifts including occasional on-call duties