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Advantage Surveillance LLC

Help Desk Technician (Hybrid)

Pay: $20–$22/hr

Posted: 6 weeks ago

Location: 3 locations (Hybrid)

Last Updated: 2 weeks ago

Hours: Full-Time

Expires: 9/27/2026

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Based on North Carolina data

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What they do

A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.

$53,490 / year median in North Carolina

-1% projected decline

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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