Job Description
Join our dynamic IT team at InnovateTech Solutions, a leading technology firm transforming businesses across the Southeast. We're seeking a dedicated Help Desk Support Specialist to deliver exceptional technical assistance to our growing client base in Charlotte and beyond. This role is your gateway to a rewarding career in IT support, offering competitive compensation and clear growth pathways within our organization.
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote access for hardware, software, and network issues
- Document all support tickets using ServiceNow with detailed resolution steps and customer interactions
- Collaborate with senior engineers to resolve complex system outages and escalations
- Deploy and configure new employee workstations including laptops, peripherals, and security software
- Conduct periodic system health checks and preventative maintenance on critical infrastructure
- Train end-users on security protocols and best practices for data protection
- Participate in after-hours on-call rotation (1 week per month)
Qualifications
- Associate's degree in IT or related field OR 2+ years of help desk experience
- CompTIA A+ certification or equivalent technical support certification
- Proficiency with Windows 10/11, Microsoft 365, and Active Directory
- Experience with ticketing systems (ServiceNow, Zendesk, or Jira)
- Strong diagnostic skills for hardware, network connectivity, and application issues
- Excellent written and verbal communication with customer service focus
- Ability to manage multiple priorities in fast-paced environment
- Valid North Carolina driver's license required for occasional on-site visits