IT User Support Analyst

Help Desk Support Analyst – Tier 1

The Help Desk Support Analyst – Tier 1 serves as the first point of contact for end users seeking technical assistance for our headquarters located in Charlotte, NC. This role is responsible for troubleshooting common hardware, software, and access-related issues, ensuring timely resolution or escalation when needed. The ideal candidate has a strong foundation in desktop/laptop support, Microsoft products, excellent communication skills, and a willingness to learn and grow within IT operations.

Hourly Range: $24.04 - $26.44 + (based on experience)

Key Responsibilities

• Provide first-line technical support for Windows and macOS devices
• Troubleshoot issues related to Microsoft 365 (Outlook, Teams, OneDrive), VPN connectivity, and printers
• Manage and resolve incidents and service requests through the ticketing system (e.g., ServiceNow)
• Follow standard operating procedures, knowledge base articles, and escalation protocols
• Perform user account management tasks, including password resets, access provisioning, and Active Directory updates
• Diagnose basic network issues using tools such as ping and ipconfig
• Troubleshoot operating system issues and review logs using tools like Event Viewer
• Support user environments, including profile issues, device setup, and application access
• Assist with endpoint management tools such as Intune and JAMF
• Follow security best practices, including awareness of antivirus and BitLocker encryption
• Maintain professional and effective communication with users at all levels
• Accurately document troubleshooting steps, resolutions, and knowledge articles
• Collaborate with Tier 2/3 teams and escalate issues when necessary
• Continuously learn and improve technical skills through training and shadowing opportunities

Required Skills and Qualifications

• Associate or Bachelor's degree in Information Technology or related field (or equivalent experience)
• Strong troubleshooting and problem-solving abilities
• Basic understanding of networking concepts (IP addressing, DNS, DHCP)
• Familiarity with desktop support and operating system troubleshooting
• Experience with or exposure to Microsoft 365 and Active Directory environments
• Excellent verbal and written communication skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong attention to detail and organizational skills
• Customer focused mindset with positive attitude, accountability, and eagerness to learn

Company Benefits

• 2 Medical Plan Options - Base HSA (High Deductible) and Buy-Up

Medical Plans

• Prescription (Rx) Insurance

• Health Savings Account (HSA)

• 2 Dental Plan Options - Base Dental and Buy-Up Dental Plans

• Vision Insurance

• Flexible Spending Accounts (FSA's)

• Health Care FSA

• Dependent Care FSA

• Company Paid Base Life Insurance

• Company Paid Accident, Death & Dismemberment Insurance

• Company Paid Business Travel Accident Insurance

• Company Paid Disability Insurance

Short-Term Disability (STD) and Base Long-Term Disability (LTD) Insurance

• Employee Assistance Program (EAP)

• Voluntary Hospital, Accident & Critical Illness (Cancer) Insurance

• 401(K) Retirement Plan with 50% Company Match

• Voluntary Pet Insurance

• Vacation and Personal/Sick Time

• Paid Grandparent Leave

• Paid Bonding Leave

• Adoption Assistance

• Education Assistance (Tuition Reimbursement)

About Wastequip

Wastequip got its start in 1989 with containers and compactors. But, today, we have evolved into so much more than just a manufacturer of high-quality steel containers and compactors. We are the waste industry's only All-in-One solutions provider – from carts and containers to collect waste to hoists and trash trucks to move the waste to parts, service and technology to keep your operation running smoothly.

While we're proud to be North America's leading manufacturer of waste handling equipment, we are equally proud to be a driving force for enhanced sustainability across the waste industry. We are consistently striving to improve our own operations while making it easier for our customers to do the right thing – building a brighter future for all.