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 requirementsCollaborative team player with a proactive attitude #J-18808-Ljbffr