What are the responsibilities and job description for the Help Desk Technician (Hybrid) position at Advantage Surveillance LLC?
Department: Information Technology
Reports To: IT Manager / Systems Administrator
Location: Hybrid (3 days on-site / 2 days remote – Charlotte, NC area)
Schedule: Monday – Friday, 10:00 AM – 6:00 PM EST
Hourly Rate: $20-$22 an hour
Position Summary
The Help Desk Technician (Tier 1) serves as the first point of contact for all IT support requests and delivers timely, high-quality technical assistance to end users. This role focuses on troubleshooting routine issues, managing support tickets, and ensuring consistent user support across systems, applications, and devices.
Key Responsibilities
- Provide first-level technical support via phone, email, remote tools, and in person
- Troubleshoot Windows devices, Microsoft 365, printers, and basic networking issues
- Monitor, log, prioritize, and resolve help desk tickets
- Escalate advanced issues with proper documentation
- Install, configure, and support hardware and software
- Assist with device imaging, deployment, and asset/inventory tracking
- Document work, resolutions, and follow IT policies and procedures
- Assist with onboarding tasks and collaborate with the IT team
Required Qualifications
- 1 year of Help Desk or IT Support experience
- Strong knowledge of Windows OS, Azure and Microsoft 365 Applications
- Basic networking knowledge (Wi-Fi, DNS, VPN)
- Experience with ticketing systems (ITSM tools)
- Strong communication and problem-solving skills
- High attention to detail and organizational skills
Preferred Qualifications
- Associate's degree in information technology or related field
- Experience with remote support tools
- Experience working in a 24/7 on-call schedule
Benefits:
Company Car, Health Insurance, Vacation & Paid Time OffSalary : $20 - $22