Help Desk Technician

Position Summary:The Help Desk Technician is the first point of contact for all IT-related inquiries and issues. This role is crucial in providing excellent customer service and technical support to our internal customers. The ideal candidate will be a highly motivated, customer-focused individual with a strong desire to learn and contribute to a positive customer experience. This is an on-site position based in Charlotte, NC, requiring daily attendance.
Key Responsibilities:

Provide first-line technical support to end-customers via phone, tickets, and in-person for hardware, software, and network-related issues.
Log, prioritize, and track all support requests in the IT Service Management (ITSM) system.
Diagnose and resolve common technical problems, including password resets, software installations, printer issues, and basic network connectivity.
Escalate complex or unresolved issues to Level 2 technicians or other appropriate IT teams with clear and detailed documentation.
Perform basic troubleshooting of VoIP phones and other communication tools.
Guide customers through self-help solutions and best practices for common IT issues.
Contribute to the creation and maintenance of knowledge base articles and support documentation.
Adhere to IT policies, procedures, and security best practices.
Maintain a high level of customer satisfaction through professional and courteous interactions.

Qualifications:

High school diploma or GED required. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
0-2 years of experience in a help desk, technical support, or customer service role.
Basic understanding of computer hardware components (desktops, laptops, printers).
Familiarity with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Basic knowledge of network concepts (TCP/IP, Wi-Fi).
Excellent verbal and written communication skills.
Strong problem-solving and analytical abilities.
Exceptional customer service skills with a patient and empathetic approach.
Ability to work independently and as part of a team in a fast-paced environment.
Ability to lift and move computer equipment up to 25 pounds.
Must be able to work on-site in our Charlotte, NC office 5 days a week.

Preferred Qualifications:

CompTIA A+ certification or equivalent.
Experience with an IT Service Management (ITSM) system (Manage Engine Service Desk Plus).
Familiarity with Active Directory for user and computer management.
Basic understanding of mobile device support (iOS/Android).