Job Description
Join our dynamic team as a Help Desk Support Specialist in Charlotte, NC! We're a forward-thinking tech company offering remote-friendly opportunities to deliver exceptional IT support. This role combines on-site presence in Charlotte with flexible remote work options, allowing you to balance professional growth with personal lifestyle needs. As a key member of our IT infrastructure team, you'll empower colleagues through timely technical resolutions while advancing your career in a collaborative environment.
Responsibilities
- Provide Tier 1/2 technical support for hardware, software, and network issues via phone, email, and remote tools
- Diagnose and resolve user problems efficiently while maintaining high customer satisfaction scores
- Document all support cases in ITSM systems with detailed resolution steps
- Manage asset inventory and software deployment across company devices
- Collaborate with senior engineers on complex system outages and escalations
- Develop and maintain knowledge base articles for recurring technical issues
- Conduct new hire IT onboarding and training sessions
Qualifications
- 2+ years of experience in IT help desk or technical support role
- Proficiency with Windows/macOS, Microsoft 365, and remote desktop tools
- Strong troubleshooting skills for network connectivity and application issues
- Excellent written and verbal communication abilities
- CompTIA A+ or similar certification preferred
- Experience with ITSM platforms (e.g., ServiceNow, Jira Service Desk)
- Ability to work independently while collaborating in a team environment
- Valid North Carolina driver's license for occasional on-site requirements