What are the responsibilities and job description for the IT Helpdesk Engineer position at Diligente Technologies?
Title: IT Helpdesk Engineer
Location: Greensboro, NC
Duration: Contract to Hire
Description:
- End-User Support Provide Level 1 / Level 2 technical support for hardware, software, and network-related issues
- Troubleshoot Windows, macOS, mobile devices, and peripheral equipment
- Support Microsoft 365, collaboration platforms, and enterprise applications
- Diagnose and resolve remote access and VPN issues
- Deliver both remote and on-site support as required
- Incident & Service Request Management Log, track, and resolve tickets in accordance with SLA targets
- Follow ITIL-based incident, request, and problem management processes
- Escalate complex issues to appropriate technical teams
- Document resolutions clearly in the ticketing system
- Security & Compliance Enforce cybersecurity policies including MFA, endpoint protection, and patching standards
- Support identity and access management (user provisioning, role-based access)
- Assist with device encryption and compliance controls
- Report and escalate potential security incidents
- Infrastructure & Device Management Provision laptops, desktops, and mobile devices
- Maintain asset inventory and lifecycle tracking
- Assist with software deployment and patch management
- Continuous Improvement Contribute to knowledge base documentation
- Identify recurring issues and recommend automation or process improvements
- Support IT projects such as system upgrades, migrations, and rollouts
- Promote self-service capabilities and end-user enablement
Requirements
- 2–5 years of experience in IT support or service desk operations
- Strong troubleshooting skills across Windows and/or macOS environments
- Experience with Microsoft 365 and Active Directory / Entra ID
- Familiarity with endpoint management tools
- Understanding of networking fundamentals (DNS, DHCP, TCP/IP)
Benefits
- ITIL Foundation certification
- Network , or Security certification
- Experience supporting hybrid or cloud-first environments
- Familiarity with automation tools or scripting (PowerShell preferred)
- Experience with enterprise ticketing systems (ServiceNow, Jira, Freshservice, etc.)
- Strong customer service mindset
- Clear written and verbal communication
- Structured problem-solving skills
- Ability to prioritize in a fast-paced environment
- Attention to security and compliance requirements
- Collaborative team player with a proactive attitude