IT Service Desk Technician, Kernersville, NC

Help Desk Technician

Department: Information Technology
Job Status: Full Time
FLSA Status: Exempt
Reports To: IT Manager
Work Schedule: Monday through Friday
Travel: About 75% during the initial 3-month training and startup period, dropping to 10% after January 2027
Positions Supervised: None

Position Summary
The Help Desk Technician is employees' first point of contact for technical support. This role sets up and maintains computers, mobile phones, and user accounts, resolves day-to-day technical issues, and helps keep company systems secure. The technician will also play a key role in launching new field and office contracts in Virginia and North Carolina.

Key Responsibilities

• Receives, prioritizes, and documents support tickets and assignments from the IT Manager.
• Responds to employee technical questions and issues by phone, email, and in person, escalating to senior staff when needed.
• Sets up, images, and deploys laptops, desktops, mobile phones, and peripherals for new and existing employees.
• Creates and maintains user accounts and access, including Microsoft 365, in line with company security policies.
• Resets passwords and supports multi-factor authentication.
• Installs and maintains antivirus, endpoint protection, and software updates.
• Troubleshoots hardware, software, printer, and network connectivity issues.
• Monitors systems and network activity for security risks and reports concerns.
• Keeps an accurate inventory of IT equipment and assets.
• Maintains confidentiality of sensitive company and customer information.
• Performs other related duties as assigned.

Startup and Travel Responsibilities

• Travels extensively during the first 3 months for training and onboarding in Virginia, with travel decreasing after January 2027.
• Transports and delivers computers, phones, and company equipment between offices in Virginia and North Carolina.
• Supports the startup of new contracts, including equipment setup and onboarding for field technicians and office teams.

Qualifications

• High school diploma or equivalent required. An associate's degree or coursework in IT is preferred.
• [1 to 2] years of help desk or technical support experience preferred.
• Working knowledge of Windows, Microsoft 365, and iOS and Android mobile devices.
• Strong customer service, communication, and problem-solving skills.
• Ability to work independently and manage multiple priorities.

Requirements

• Valid driver's license and an acceptable driving record.
• Able to travel overnight as required.
• Able to lift and carry equipment up to 50 lbs.