IT Support Specialist - Charlotte, NC

Technical Support Agent

Bellwether is an established IT managed service provider located in the New Orleans area, serving businesses of all sizes and industries for over 40 years. We deliver strategic IT support to help our clients operate efficiently and grow with confidence. Our employee-centric culture is the heart of our success and has led Bellwether to be consistently named a "Top Workplace" by The Times-Picayune for seven years straight. We are especially proud of this recognition as it's based on feedback from our own team.

We are seeking a proactive and customer-focused Technical Support agent to join our team. This role involves a mix of onsite client support and field deployments. The ideal candidate is a skilled troubleshooter with strong interpersonal skills who enjoys solving problems and working collaboratively in a fast-paced environment.

Essential Duties and Responsibilities:

• Provide technical support and assistance for incoming incidents and requests related to computer hardware and applications. Solve issues such as desktop/laptop setups, peripheral maintenance, networked printer configurations, line-of-business software problems, general printer repairs, and more.
• Manage deployment for enterprise-level workstations and tablets.
• Create and monitor progress for each service ticket and escalate as necessary to team members, vendors and/or 3rd party technical support providers.
• Work with users to clarify information and set proper expectations.
• Report client or quality concerns to management.
• Active Directory user management.
• Collaborate with team members to support client needs and service delivery goals.
• Other responsibilities as assigned.

Requirements:

• Minimum 1 year of experience in a technical support or IT help desk role (internship or volunteer experience accepted).
• Working knowledge of Microsoft Windows desktop operating systems and Microsoft Office suite.
• At least one active certification is preferred (e.g., CompTIA A+, Network+, Security+)
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical users over the phone and in writing.
• Ability to lift and transport computers and IT equipment as needed
• Valid driver's license, reliable transportation, and willingness to travel to client sites within the region.
• Ability to prioritize tasks and manage time effectively.
• Team-oriented mindset and customer-first attitude.
• Completion of some college coursework in IT, computer science, or a related field (degree preferred).

Beneficial Knowledge:

• Experience with current versions of Windows Server.
• Knowledge of networking technologies, such as routers and switches, LAN/WAN protocols (including Ethernet), and VPN/RDP protocols, is a plus.

Compensation & Benefits:

• Competitive salary and performance-based bonuses
• Medical, dental, and vision insurance
• 401(k) plan with company match
• Paid vacation, sick leave, and holidays
• Certification and mileage reimbursement
• Professional development opportunities and company-sponsored events
• Friendly, business-casual work environment

Additional Information:

This position may require lifting equipment up to 50 lbs., prolonged periods of standing or sitting, and travel to and from client sites.

Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment. Sponsorship is not available for this position.

Bellwether is an Equal Opportunity Employer. We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.