Information Technology Help Desk Technician

Job Purpose and Objective:

The Service Desk Technician serves as the first point of contact for client technical support requests in a fast-paced Managed Service Provider (MSP) environment. This position is responsible for diagnosing, documenting, and resolving technical issues across multiple client environments while providing exceptional customer service and meeting established Service Level Agreements (SLAs).

The ideal candidate is self-motivated, detail-oriented, and able to manage multiple priorities while communicating professionally, maintaining accurate documentation, identifying recurring issues, recommending process improvements, and escalating technical or customer concerns when appropriate. Position may be required to perform other related duties as assigned.

Provide day-to-day customer support through the Service Desk.

• Front-line triage, prioritization, and resolution of Service Desk tickets.
• Document all customer communication and technical work within the ticketing system.
• Provide remote support for workstations, Microsoft 365, software applications, servers, and basic LAN/WAN networking issues while meeting established SLAs.
• Follow tickets through completion while maintaining regular communication with clients.
• Identify recurring issues and collaborate with team members to improve service delivery.
• Maintain and enhance technical documentation and standard operating procedures.
• Escalate dissatisfied clients using the established customer escalation process.
• Escalate advanced technical issues using the technical escalation process.

Technology Experience Required (Design, Administration and Problem Resolution):

• Knowledge and Experience Required (1–3 Years)
• Professional IT support experience in a business environment.
• Microsoft Windows 10/11 administration and troubleshooting, including Microsoft Intune endpoint management.
• Microsoft 365 administration, including user management, password management, licensing, and Microsoft Entra ID.
• Hardware support for Dell, Lenovo, HP, or equivalent enterprise-class systems.
• Experience working within a professional ticketing system.
• Strong troubleshooting, customer service, written communication, and documentation skills.
• Knowledge and Experience Preferred
• Experience supporting a Managed Service Provider (MSP) environment.
• Experience supporting Department of Defense (DoD), Defense Industrial Base (DIB), or CMMC/NIST SP 800-171 regulated environments.
• Basic networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• VMware or Hyper-V virtualization.
• Fortinet firewall administration.

The following Certifications must be attained during the first year of employment:

• Fortinet FCP/NSE 1-3 or equivalent
• Net
• VCTA-DCV
• *These certifications change from time-to-time based on vendor/manufacturer programs. The equivalent certification may be substituted for those on this list. A more senior engineering certification may supersede those on this list.

Essential Duties:

1.

Remote customer support/Service Desk coverage

90%

3.

Internal technical / Sales Assistance / Quote Request Detail

5%

4.

Other duties as assigned by direct manager or company management

5%

Total

100%

Working Conditions: 

• Must be able to view video display terminal images for extended periods of time
• Ability to operate a computer keyboard, mouse, and telephone
• Ability to speak without electronic assistance to English-speaking end-users
• Ability to sit, stand and/or kneel for extended periods of time
• Ability to lift, carry, and/or move items up to fifty (50) pounds
• Ability to tug and/or pull up to forty (40) pounds
• Must carry valid US driver’s license

Minimum Requirements:

• Excellent, professional communication skills; spoken and written in English
• Self-motivated, including able to complete and troubleshoot issues on own
• Problem solving skills
• Reliability (Attendance and Punctuality)
• Trust and Respect
• Embrace Change
• Accountability
• Maintain Meaningful Growth

Post:

We are looking to add a Service Desk Technician to our IT support team. This position is onsite at our University City office in Charlotte, NC. As our front-line Service Desk Technician, you'll provide desktop-level support for numerous clients in a fast-paced Managed Service Provider (MSP) environment.

The ideal candidate is more than just technically proficient—they are positive, energetic, engaging, and enjoy solving problems. This role requires someone who can work independently and collaboratively, adapt to changing priorities, communicate professionally with clients, quickly analyze technical issues, and proactively identify opportunities to improve service delivery and prevent recurring problems. Position may require the performance of other related duties as assigned.

Responsibilities

• Triage, prioritize, assign, and resolve Service Desk tickets.
• Provide remote support for Windows workstations, Microsoft 365, software applications, and endpoint devices while meeting established SLAs.
• Follow tickets through resolution while keeping clients informed.
• Identify recurring issues and collaborate with the team to improve processes and documentation.
• Escalate dissatisfied clients to the Service Manager.
• Escalate advanced technical issues using the established escalation process.

Knowledge and Experience Required (1–3 Years)

• Microsoft Windows 10/11 administration and troubleshooting, including Microsoft Intune endpoint management.
• Microsoft 365 administration, including Microsoft Entra ID, user management, password management, licensing, Outlook, Teams, Word, Excel, and OneDrive.
• Hardware support for Dell, Lenovo, HP, or equivalent enterprise-class systems.
• Experience working within a professional ticketing system.
• Strong troubleshooting, customer service, communication, and documentation skills.

Preferred Experience

• Experience working in a Managed Service Provider (MSP) environment.
• Experience supporting Department of Defense (DoD), Defense Industrial Base (DIB), or CMMC/NIST SP 800-171 regulated environments.
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• VMware or Hyper-V virtualization.
• Fortinet firewall administration.