What are the responsibilities and job description for the Helpdesk Tier 1 Support Agent position at AccruePartners?
HELPDESK SUPPORT AGENT (TIER 1)
The Team You Will Be Joining
The Team You Will Be Joining
- Join a well-established global manufacturer headquartered in Gastonia, NC, with a proud century-long history of innovation and operational excellence.
- The IT organization is undergoing an exciting transformation — shifting two senior resources toward strategic Security and Infrastructure initiatives and bringing on this Tier 1 Support Agent to take ownership of front-line support and daily service delivery.
- You’ll be part of a tight-knit internal IT team that supports approximately 1,000 Windows and Microsoft 365 users, ensuring that business operations across offices and production facilities run smoothly.
- A stable, long-standing organization that continues to invest in modern IT and digital infrastructure.
- Direct exposure to Infrastructure and Security projects, providing a clear growth path into higher tiers of support.
- Hands-on technical work in a modern Microsoft environment (M365, Windows 10/11, file servers, and printers).
- The chance to gain the end-user experience, working onsite with both corporate and plant personnel.
- A collaborative culture built on reliability, customer focus, and continuous improvement.
- Onsite – Gastonia, NC
- Serve as the first point of contact for incoming IT tickets (email and portal).
- Triage, troubleshoot, and resolve Tier 1 issues across Windows and M365 applications (Outlook, Teams, OneDrive, etc.).
- Escalate complex issues to Tier 2/Tier 3 while maintaining ownership of user communication.
- Image and configure new devices, deploy standard software, and ensure corporate policy compliance.
- Support user onboarding and offboarding (accounts, access, hardware).
- Maintain accurate documentation of issues and resolutions within the ticketing system.
- Provide exceptional customer service, helping users feel supported and confident in their IT interactions.
- 1–3 years of experience in IT Help Desk, Desktop Support, or Technical Support roles.
- Proficiency with Windows 10/11, Microsoft 365, Active Directory, and basic file/printer troubleshooting.
- Experience with device imaging, configuration, and software deployment.
- Strong communication skills and a customer-first mindset.
- (Bonus) Bilingual – Spanish/English and/or prior experience supporting users in a manufacturing or industrial setting.