Help Desk Technician

Help Desk Technician

Raleigh, NC

We are a growing IT company; a great place to start and grow your career!

CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. Our philosophy is an obsession that drives our behavior, our culture and our work. It's why we put tremendous emphasis on hiring individuals that embody the principles that align with our obsession. We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible.

The Help Desk Technician is the first point of contact for employees on technology issues. The technician provides desk-side and remote Tier 1 support for endpoints, peripherals, printing, conferencing, and user-level application issues; executes onboarding and offboarding; and maintains the endpoint asset inventory. All work is tracked in ManageEngine environment and performed against approved processes.

What You'll Do:

• End-user support (Tier 1): Receive, triage, resolve, and document incidents and service requests in ManageEngine — desktops, laptops, mobile devices, peripherals, printing, and conferencing/meeting-room equipment. Desk-side on site; remote support for out-of-region users during the coverage window.

• Onboarding: Execute new-hire setup per the KIOTI-approved process — account provisioning, mailbox setup, workstation preparation, peripheral and access setup.

• Offboarding and asset recovery: Account deprovisioning, equipment collection, asset record updates, and return-to-stock or disposal staging.

• Imaging and deployment: Workstation/laptop imaging, configuration, and deployment; hardware refresh execution; mobile device setup.

• Asset inventory: Maintain endpoint asset records (assignment, serial numbers, lifecycle status); keep deployable stock ready.

• Telephony (user level): RingCentral user provisioning and basic configuration — extensions, voicemail, softphone setup, headset support.

• Warehouse-area devices: Support endpoints, barcode scanners, label printers, and terminals located in warehouse areas, in compliance with KIOTI site safety requirements and PPE specifications.

• ERP/CRM first-line handling: Receive and triage user-level ERP and CRM tickets — login and access issues, client-side errors, basic how-to questions. Resolve what is resolvable at Tier 1 and escalate substantive application issues to KIOTI internal administrators. ERP/CRM administration and configuration are out of scope.

• User enablement: Guide employees on standard hardware and software usage.

• Documentation: Document procedures, resolutions, and knowledge-base articles in ManageEngine.

What You Bring:

• 1–3 years of help desk / desktop support experience, or equivalent certifications
• Windows 11 and Microsoft 365 support experience
• Basic user account support - password resets, account lockouts, MFA assistance (exposure to Entra ID / Active Directory is a plus)
• Basic connectivity troubleshooting - Wi-Fi, wired network, and printer issues at the user level
• Experience working in a ticketing system with documented case handling
• Clear written and verbal communication with non-technical users
• General understanding of how a corporate IT environment fits together - network, servers, identity, business applications - enough to describe issues accurately and escalate to the right team. Specialist knowledge is not expected.
• Ability and willingness to learn KIOTI-specific systems and, with training and documented procedures, take on additional routine tasks in these areas over time.

Preferred, but not required:

• ManageEngine ServiceDesk / Endpoint Central experience

• Basic Exchange Online mailbox administration

• RingCentral or comparable cloud telephony administration

• Genuine interest in learning enterprise business applications (ERP/CRM) at the user-support level - prior experience not required

• Experience supporting warehouse or manufacturing environments (scanners, label printers, ruggedized devices)

#IND

CCS Offers:

• Competitive salaries
• Comprehensive benefits including:
• Medical and dental plans
• Company paid vision and short and long term disability plans
• Flexible spending programs including Healthcare, Dependent Care, Transit and Parking
• 401K with employer match
• Tuition reimbursement
• Onsite fitness center (or gym membership reimbursement for client or satellite based employees)
• Company paid life Insurance
• Paid holidays and vacation
• Technical certification gift card rewards program

Come experience our unique culture and see how our "right people, right results" philosophy has led to our outstanding success! We are great place to start your IT career!

EEO Statement:

Custom Computer Specialists is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. To request a reasonable accommodation to apply for this position or to enable qualified individuals with disabilities to perform essential job functions, contact View email address on click.appcast.io or View phone number on click.appcast.io.