Help Desk Technician I

About Haigler Systems

Haigler Systems is a North Carolina-based Managed Service Provider (MSP) delivering IT support, networking, cybersecurity, cloud, Microsoft 365, backup, and technology solutions to businesses across a variety of industries.

As a member of our Service Desk, you will support users across multiple client environments and gain hands-on experience with a wide range of technologies. Our technicians are expected to provide excellent customer service, take ownership of assigned issues, document their work thoroughly, and continuously develop their technical skills.

This position is ideal for an IT professional with foundational support experience who is ready to develop into a well-rounded technician in a fast-paced MSP environment.

Key Responsibilities Help Desk & End-User Support

• Provide Tier 1 technical support to users through phone, email, remote support, and our ticketing system.
• Troubleshoot Windows 10/11 and macOS workstation issues.
• Diagnose common hardware, software, operating system, and peripheral problems.
• Support printers, scanners, mobile devices, monitors, docking stations, and other end-user equipment.
• Troubleshoot user login, password, application, performance, and connectivity issues.
• Install, configure, and troubleshoot approved business applications.
• Perform basic workstation setup, configuration, and deployment.
• Assist users remotely while maintaining professional and effective communication.

Microsoft 365 & Identity Support

• Support Microsoft Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications.
• Troubleshoot common Exchange Online and email-related issues.
• Assist with user account administration, password resets, account lockouts, and access issues.
• Perform basic Active Directory and Microsoft Entra ID user administration.
• Assist with Microsoft 365 user onboarding and offboarding according to established procedures.
• Troubleshoot Microsoft 365 licensing and application activation issues.
• Support multi-factor authentication (MFA) enrollment and common authentication issues.

Networking & Connectivity

• Troubleshoot basic LAN, WAN, Wi-Fi, and VPN connectivity issues.
• Demonstrate a working understanding of TCP/IP, DNS, DHCP, gateways, and subnetting fundamentals.
• Perform basic network troubleshooting using tools such as ping, ipconfig, nslookup, and tracert.
• Assist with troubleshooting switches, wireless access points, firewalls, and other network-connected devices.
• Identify when an issue requires escalation to a higher-level technician or network engineer.

MSP Service Delivery

• Support multiple client environments with different configurations, applications, policies, and business requirements.
• Work assigned tickets according to established priorities, procedures, and service expectations.
• Take ownership of assigned tickets from initial troubleshooting through resolution or appropriate escalation.
• Properly prioritize workload and communicate when assistance or escalation is required.
• Follow documented client-specific procedures and internal Standard Operating Procedures (SOPs).
• Use Remote Monitoring and Management (RMM), PSA/ticketing, documentation, and remote-access platforms.
• Identify recurring issues and communicate potential trends to senior technicians or Service Desk leadership.
• Participate in an on-call rotation after completing the required training period.

Documentation & Communication

• Document troubleshooting steps, actions taken, findings, and resolutions clearly within the ticketing system.
• Maintain accurate client and technical documentation.
• Provide users with clear and professional updates throughout the lifecycle of a support request.
• Create or update internal documentation when new solutions or procedures are identified.
• Properly document unresolved issues before escalating them to another technician.

Minimum Requirements

Candidates must meet the following requirements to be considered:

• Minimum of one year of professional IT support or related technical work experience.
• Working knowledge of Windows desktop operating systems.
• Basic understanding of Microsoft 365 applications and services.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Ability to independently perform basic technical troubleshooting and research potential solutions.
• Strong written and verbal communication skills.
• Strong customer-service skills and the ability to communicate technical information to non-technical users.
• Ability to manage multiple tickets and competing priorities in a fast-paced environment.
• Ability to follow established technical procedures and accurately document completed work.
• Willingness and ability to learn unfamiliar technologies and client environments.
• Must be at least 18 years of age.
• Must be a U.S. citizen or resident alien and able to successfully complete the enhanced background check required by the North Carolina Alarm Systems Licensing Board.

Preferred Qualifications

The following qualifications are preferred but not required:

• Previous experience working for a Managed Service Provider (MSP) or IT service provider.
• Experience supporting multiple client environments simultaneously.
• Experience working within a ticket-based help desk or service desk environment.
• Experience with RMM, PSA, remote-support, and IT documentation platforms.
• Experience administering Microsoft 365.
• Experience with Active Directory and Microsoft Entra ID.
• Experience troubleshooting Microsoft Outlook, Teams, OneDrive, and SharePoint.
• Familiarity with Microsoft Intune and endpoint management.
• Experience supporting VPNs and basic network connectivity.
• Familiarity with switches, routers, firewalls, and wireless access points.
• Experience with endpoint security, antivirus, EDR, backup, or cybersecurity platforms.
• Experience installing, configuring, upgrading, or repairing computers.
• CompTIA A , Network , Security , Microsoft Fundamentals, or similar industry certifications.

What We're Looking For

Technical knowledge is important, but success in an MSP requires more than knowing how to troubleshoot a computer.

The ideal candidate:

• Takes ownership of problems rather than immediately passing them to someone else.
• Knows when to continue troubleshooting and when an issue should be escalated.
• Is comfortable researching unfamiliar technical problems.
• Communicates professionally with customers and coworkers.
• Can work independently while knowing when to ask for assistance.
• Maintains detailed and accurate documentation.
• Is organized and able to manage multiple active issues.
• Accepts feedback and demonstrates a desire to continuously improve.
• Understands that excellent customer service is as important as technical ability.
• Is interested in developing beyond Tier 1 support into more advanced areas of IT.

Schedule & Compensation

• Full-time, on-site position in Concord, NC
• Monday–Friday
• 8-hour shifts
• Participation in an on-call rotation after the appropriate training period
• Additional compensation for on-call responsibilities
• $19–$27 per hour, depending on experience and technical proficiency

Benefits

• Paid Time Off (PTO)
• Paid holidays
• Professional development assistance
• Employee discounts
• Hands-on training and mentorship
• Opportunities for professional and technical advancement

Career Development

Haigler Systems believes Tier 1 support should be the beginning of an IT career—not the destination.

Technicians have the opportunity to gain practical experience across Microsoft 365, networking, cybersecurity, cloud services, backup and disaster recovery, endpoint management, and other technologies commonly used in modern business environments.

Employees who demonstrate strong technical ability, customer service, ownership, and continued professional development may have opportunities to advance into Tier 2 support, systems administration, networking, cybersecurity, cloud, project, or other technical roles as the organization grows.

Job Type: Full-time

Benefits:

• Employee discount
• Paid time off
• Professional development assistance

Experience:

• IT support: 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• Concord, NC 28025 (Required)

Work Location: In person