Tier 1 Help Desk Technician

Job Description

Job Description

Tier 1 Help Desk Technician

Quo Vadis • Matthews, NC • Full-time, on-site

First call, first fix, creator of raving fans.

A fresh take on Managed IT (MSP), named Charlotte’s best IT provider, offering businesses the kind of IT support they brag about. Our whole job is creating raving fans through fast, friendly, unmatched service. We are a tight, high-energy team that cares about doing excellent work and taking care of clients and each other.

You are the first line of support for our clients and the leader in making an excellent impression. You answer the call, solve the common issues fast and right, document clearly, and escalate cleanly when you need to. You will work across all of our clients, so no two days look the same, and you will have a real path to grow, gain skills, and advance your career.

At a big shop, you are one of hundreds, and your growth hinges on factors beyond your control. Not here. You will never be just a number or lost in the structure. On a team this size, your work is seen, your voice is heard, and you are valued for what you deliver. Advancement meets you where you are. When you are ready for Tier 2, you move because of what you can do and what you demonstrate. You will be part of a strong team that holds a high bar and helps you clear it.

•    Provide technical support to end users by phone, email, and ticket, and make their problems go away.

•    Provide remote support to troubleshoot computer hardware, software, account access and password resets, VPN and network connectivity, and peripherals.

•    Set up and maintain workstations, onboard new users, and keep equipment and licenses tracked.

•    Work your queue by priority and SLA, and know when to hand a ticket off.

•    The honest part: some days are calm, some days the phones do not stop and the tickets flood in. If you are energized by a pace that swings, you will love it here. If you need a steady, predictable rhythm, this probably is not your seat.

•    2+ years of hands-on help desk or IT support experience, ideally at an MSP or in a multi-client environment.

•    Confident with computer troubleshooting on Windows and Mac operating systems, common business apps, account access and password resets, basic networking such as VPN and network protocols, and basic Active Directory.

•    Local to Matthews and able to work on-site every day.

•    A calm, friendly, customer-first way of communicating, and good notes.

Up to $55,000 per year, based on experience, plus a strong benefits package.

•    Health insurance (we cover 50% of the employee premium), dental, vision, and a 401(k) with a 3.5% match.

•    Up to $60 per month toward internet and phone, up to $30 per month toward a gym, and mileage reimbursement.

•    Two weeks of PTO plus 13 paid holidays.

•    A clear, supported path to Tier 2, with training and certifications.

•    A fun, candid, bullpen-style team that keeps a high bar and still enjoys the work.

If you are dependable, service-minded, and ready to grow your IT career in a fast-moving environment, we would love to meet you.