Be Part Of A High-Performing Team
Join an established internal IT support organization responsible for delivering dependable technology assistance across a large, diverse portfolio of brands. The service desk operates in a collaborative, customer-focused environment where technicians work together to resolve user issues, maintain productivity, and create a positive support experience.
This team values responsiveness, clear communication, practical problem-solving, and continuous learning. The position offers exposure to a broad range of users, devices, applications, and support situations, making it a strong opportunity for an experienced Level 1 technician who wants to continue developing toward Level 2 support or another internal IT specialty.
What's In Store For You
- Six-month contract-to-hire opportunity.
- Standard schedule of 8:00 AM to 5:00 PM.
- Fully onsite position in Charlotte, North Carolina, five days per week during the contract and after conversion.
- Direct exposure to a wide range of desktop, hardware, access, and end-user support issues.
- Opportunity to grow into Level 2 support or pursue advancement within other internal IT teams.
- Streamlined interview process consisting of one virtual interview with the hiring leaders.
How You Will Make An Impact
- Serve as an initial point of contact for employees requesting technical assistance by phone, ticket, or in person.
- Manage an active support queue while accurately recording, prioritizing, updating, and closing incidents.
- Diagnose and resolve Level 1 and Level 1.5 issues involving desktops, laptops, printers, Microsoft applications, user accounts, connectivity, mobile devices, and communication tools.
- Perform password resets and basic user or computer administration through Active Directory.
- Use internal documentation, knowledge articles, and available technical resources to troubleshoot issues efficiently.
- Escalate unresolved incidents to Level 2 technicians or specialized IT teams with complete and useful documentation.
- Help users understand self-service options and practical steps for avoiding recurring issues.
- Contribute to knowledge base articles and support documentation.
- Follow established IT security practices, service procedures, and escalation standards.
- Maintain a professional, patient, and customer-focused approach during every interaction.
Do You Bring Proven Success in Help Desk and Desktop Support?
- At least two years of professional, hands-on Help Desk, Service Desk, Desktop Support, or IT Support experience.
- Experience supporting users through phone, ticket, and in-person channels.
- Working knowledge of Windows 10 or Windows 11.
- Experience troubleshooting desktops, laptops, printers, peripherals, software, and basic connectivity issues.
- Hands-on experience with Active Directory, including password resets and basic account administration.
- Experience working in an IT ticketing or service management platform.
- Familiarity with Microsoft Outlook, Word, Excel, PowerPoint, and other commonly used workplace applications.
- Basic understanding of TCP/IP, Wi-Fi, and network connectivity.
- Strong written and verbal communication skills.
- Patient, empathetic, and professional customer service approach.
- Ability to prioritize multiple incidents and work effectively in a fast-paced support environment.
- High school diploma or GED required; additional education in information technology or a related field is preferred.
- Ability to lift or move computer equipment weighing up to 25 pounds.
- Ability to work onsite in Charlotte, North Carolina, five days per week.
- CompTIA A+, ITIL, or a comparable support certification is preferred but not required.