Help Desk Support Specialist

We are seeking a motivated and customer-oriented Help Desk Support Specialis t to provide exceptional technical support for our clients in Charlotte, North Carolina. This role involves troubleshooting technical issues, providing user support, maintaining accurate records, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work independently Key Responsibilities :Provide outstanding customer service with every client interaction, ensuring a positive, professional, and efficient support experience .Assist users by troubleshooting and resolving issues related to hardware, software, and network problems, with a focus on Windows-based environments (but also Mac OS knowledge is beneficial) :Record all incidents and service requests in the service desk management platform (e.g., Autotask) to ensure efficient ticket tracking, follow-ups, and reporting .Ensure that all necessary details are captured to facilitate accurate documentation and problem resolution :Maintain clear and consistent communication with clients, internal teams, and third-party vendors, providing regular updates on incident status .Engage with users in a professional and empathetic manner to guide them through technical troubleshooting steps .Time Tracking & Reporting :Log all time worked on specific tickets and tasks in Autotask, ensuring accurate billing and productivity reporting .Remote Troubleshooting :Use Remote Monitoring and Management (RMM) tools to perform remote troubleshooting and issue resolution, minimizing the need for onsite visits .Provide clear, step-by-step instructions for users to follow, ensuring they can perform tasks with confidence .Problem Diagnosis & Resolution :Ask targeted questions to accurately diagnose and resolve problems, offering both quick fixes and longer-term solutions where necessary .Escalate issues that cannot be resolved at your level to higher-tier support or other relevant teams .On-Call Rotation :Participate in an on-call rotation for after-hours support, responding promptly to urgent issues or incidents .Special Projects & Continuous Learning :Work on special IT projects as assigned, including software deployments, system upgrades, and other operational tasks .Continuously expand your technical knowledge through training and hands-on experience, adapting to new tools, software, and systems Preferred Requirements :Experience :2+ years of work experience in help desk support or a similar technical support role .Hands-on experience with setting up and troubleshooting Windows OS environment s (Windows 10/11). Experience with Mac O S is a plus .Proficiency in Active Director y for adding and disabling users .Office 365 Admi n experience, including managing user accounts, Exchange Online, and basic troubleshooting .Working knowledge of computer peripherals such as printers, scanners, and other devices .Technical Skills :Knowledge of network security practice s and experience with anti-virus programs .Experience with Intun e and Autopilo t for device management and deployment .Basic Firewall Managemen t: Understanding of firewall configurations and troubleshooting network-related issues .Azure Active Directory (Azure AD ) management experience for managing users, groups, and access control .Experience with SharePoint Online Managemen t, including site creation, permissions, and troubleshooting .Experience with remote troubleshootin g and the ability to provide clear, easy-to-follow instructions for clients .Office 36 5 and Exchange Onlin e user management (add/remove users, password resets, etc.) .Communication & Problem Solving :Strong verbal and written communication skills, with the ability to explain complex technical issues to non-technical users .Excellent problem-solving skills and the ability to manage multiple tasks simultaneously in a fast-paced environment .Certifications (Preferred but not Required) .Microsoft MD-10 2: Microsoft Certified: Windows 10 Exam .Network +: CompTIA Network+ Certification .ITI L: IT Infrastructure Library Certification Soft Skill s:Customer-oriented attitu de: Always focused on delivering the best service and ensuring a positive client experienc e.Self-motivated and reliab le: Ability to work independently with minimal supervisio n.Adaptabili ty: Comfortable working in a remote environment and able to stay focused during working hour Benef its:Medical/De ntal: Comprehensive medical and dental insurance plans to keep you and your family heal thy.Life Insur ance: Company-paid life insurance cover age.401(k) M atch: Company matching contribution to your retirement p lan.Paid Time Off: Generous paid vacation and paid holid ays.Company Cell P hone: A company-provided cell phone to stay connec ted.Company La ptop: A company-provided laptop for work-related ta sks.Work from Home: Enjoy the flexibility of working remot ely.Bonus Opportu nity: Eligible for performance-based bonu ses.Career Gr owth: Opportunity to advance into an Engineering Role as you grow your skills and expertise within the comp #J-18808-Ljbffr