Help Desk Specialist

Job Title: Helpdesk Support Technician (Level 1)

Location: Charlotte, NC (Onsite / Hybrid options available)

Type: Contract-to-Hire / Full-time

Overview

We are seeking a Level 1 Helpdesk Support Technician to join a growing IT team supporting end users across desktop, laptop, and mobile environments. The ideal candidate will have a passion for technology, strong troubleshooting skills, and a customer-first attitude. This position provides the foundation for future growth into systems, networking, or cybersecurity roles.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.

• Diagnose and resolve hardware, software, and network connectivity issues for desktops, laptops, and peripherals.

• Perform password resets, user account management, and basic Active Directory administration.

• Support Windows 10/11, Microsoft 365 (O365/M365), and basic VPN connectivity issues.

• Escalate complex incidents to Level 2 or specialized teams following standard escalation procedures.

• Document issues, solutions, and troubleshooting steps accurately within the ticketing system (ServiceNow, Jira, or equivalent).

• Assist with onboarding/offboarding, including device setup, email configuration, and access provisioning.

• Maintain professionalism and provide exceptional customer service to end users at all times.

• Participate in routine system maintenance tasks and contribute to continuous improvement initiatives.

Required Skills & Experience

1–2 years of experience in IT support, service desk, or technical assistance (or equivalent internship/training experience).

Working knowledge of:

• Windows 10/11

• Microsoft 365 / Office 365 / Outlook

• Active Directory & password resets

• Remote desktop tools (RDP, AnyDesk, TeamViewer)

• Basic networking (DNS, DHCP, VPN)

• Excellent communication, problem-solving, and customer service skills.

• Ability to multitask and prioritize in a fast-paced environment.

Preferred Qualifications

• CompTIA A or Network certification.

• Experience with ServiceNow, Remedy, or Jira ticketing platforms.

• Exposure to macOS or mobile device support.

• Strong interest in IT career progression (systems admin, cybersecurity, or cloud)