IT Helpdesk Engineer

Title: IT Helpdesk Engineer

Location: Greensboro, NC

Duration: Contract to Hire

Description:

• End-User Support Provide Level 1 / Level 2 technical support for hardware, software, and network-related issues
• Troubleshoot Windows, macOS, mobile devices, and peripheral equipment
• Support Microsoft 365, collaboration platforms, and enterprise applications
• Diagnose and resolve remote access and VPN issues
• Deliver both remote and on-site support as required
• Incident & Service Request Management Log, track, and resolve tickets in accordance with SLA targets
• Follow ITIL-based incident, request, and problem management processes
• Escalate complex issues to appropriate technical teams
• Document resolutions clearly in the ticketing system
• Security & Compliance Enforce cybersecurity policies including MFA, endpoint protection, and patching standards
• Support identity and access management (user provisioning, role-based access)
• Assist with device encryption and compliance controls
• Report and escalate potential security incidents
• Infrastructure & Device Management Provision laptops, desktops, and mobile devices
• Maintain asset inventory and lifecycle tracking
• Assist with software deployment and patch management
• Continuous Improvement Contribute to knowledge base documentation
• Identify recurring issues and recommend automation or process improvements
• Support IT projects such as system upgrades, migrations, and rollouts
• Promote self-service capabilities and end-user enablement

Requirements

• 2–5 years of experience in IT support or service desk operations
• Strong troubleshooting skills across Windows and/or macOS environments
• Experience with Microsoft 365 and Active Directory / Entra ID
• Familiarity with endpoint management tools
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP)

Benefits

• ITIL Foundation certification
• Network+, or Security+ certification
• Experience supporting hybrid or cloud-first environments
• Familiarity with automation tools or scripting (PowerShell preferred)
• Experience with enterprise ticketing systems (ServiceNow, Jira, Freshservice, etc.)
• Strong customer service mindset
• Clear written and verbal communication
• Structured problem-solving skills
• Ability to prioritize in a fast-paced environment
• Attention to security and compliance requirements
• Collaborative team player with a proactive attitude