Job Description
Join our dynamic IT team as a Help Desk Support Specialist in Charlotte, NC! We're seeking a tech-savvy problem-solver to deliver exceptional user experiences across our growing organization. As the first point of contact for technical issues, you'll play a pivotal role in maintaining operational efficiency while championing digital innovation. Enjoy competitive benefits, career growth opportunities, and a collaborative culture that values your expertise.
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote assistance for 500+ employees
- Diagnose and resolve hardware/software issues including Windows OS, Microsoft 365, and network connectivity
- Document all incidents using ServiceNow with detailed ticket resolution steps
- Deploy and configure end-user devices (laptops, mobiles, peripherals) following ITIL standards
- Collaborate with Tier 3 engineers for complex escalations while maintaining communication transparency
- Conduct quarterly cybersecurity awareness training for staff
- Optimize IT service delivery through proactive monitoring and performance metrics
Qualifications
- 2+ years of enterprise-level help desk or desktop support experience
- CompTIA A+ or equivalent certification required (Network+ preferred)
- Expert proficiency in Windows 10/11, Active Directory, and Microsoft 365
- Strong understanding of LAN/WAN networking principles and troubleshooting
- Excellent written/verbal communication with customer service focus
- Ability to manage competing priorities in fast-paced environments
- Familiarity with ITIL processes and service management tools
- Valid North Carolina driver's license for occasional on-site support