Help Desk Technician (Hybrid)
Job Description
Department: Information Technology
Reports To: IT Manager / Systems Administrator
Location: Hybrid (3 days on-site / 2 days remote – Charlotte, NC area)
Schedule: Monday – Friday, 10:00 AM – 6:00 PM EST
Hourly Rate: $20-$22 an hour
Position Summary
The Help Desk Technician (Tier 1) serves as the first point of contact for all IT support requests and delivers timely, high-quality technical assistance to end users. This role focuses on troubleshooting routine issues, managing support tickets, and ensuring consistent user support across systems, applications, and devices.
Key Responsibilities
· Provide first-level technical support via phone, email, remote tools, and in person
· Troubleshoot Windows devices, Microsoft 365, printers, and basic networking issues
· Monitor, log, prioritize, and resolve help desk tickets
· Escalate advanced issues with proper documentation
· Install, configure, and support hardware and software
· Assist with device imaging, deployment, and asset/inventory tracking
· Document work, resolutions, and follow IT policies and procedures
· Assist with onboarding tasks and collaborate with the IT team
Required Qualifications
· 1 year of Help Desk or IT Support experience
· Strong knowledge of Windows OS, Azure and Microsoft 365 Applications
· Basic networking knowledge (Wi-Fi, DNS, VPN)
· Experience with ticketing systems (ITSM tools)
· Strong communication and problem-solving skills
· High attention to detail and organizational skills
Preferred Qualifications
· Associate's degree in information technology or related field
· Experience with remote support tools
· Experience working in a 24/7 on-call schedule
