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

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