Help Desk Technician (Hybrid)

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