Helpdesk Specialist

Role Summary

The Helpdesk Specialist provides technical support and assistance to users experiencing hardware, software, or network issues. This role is responsible for troubleshooting problems, resolving incidents, and ensuring smooth IT operations while delivering excellent customer service. This role is fully in person at our Charlotte, NC office.

Essential Duties & Responsibilities

• Respond to and assist associates with all technology-related issues and requests

• Promote relationships with the end-user community to ensure that expectations are set and fulfilled appropriately

• Diagnose and troubleshoot hardware, software, and network problems

• Document processes and procedures to promote an organized approach to problem management

• Install and maintain computers, printers, and other IT applications or hardware

• Help ensure that support tickets are entered, picked up, worked and closed in an effective and efficient manner

• Support the allocation of technology resources to ensure an optimal business environment

• Work well within a team environment but also be able to be self-sufficient when needed

• Work closely with the Technology Experience team to ensure timely deployment of assets

• Assist with system upgrades, updates and maintenance

• Use a ticket management system to effectively document all work

Experience

Required:

• High School Diploma

• Windows and/or Mac OS usage and troubleshooting experience

• Problem solving, technical learning, integrity and trust, listening, ability to work with a team

• Basic understanding of networking, Active Directory, and troubleshooting

• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)

• 2+ years of technical support experience

Preferred:

• Bachelor’s degree in information technology, Computer Science, or related field

• Experience with Active Directory accounts/security/light management

• Experience with and knowledge of Office 365 products and other cloud platforms

• Experience with remote support tools and enterprise IT environments

• Familiarity with ManageEngine’s ServiceDesk Plus and AD Manager