Desktop support/ help desk support/ technical support/ IT Support

Job Description

Job Description Be Part Of A High-Performing Team

Join an established internal IT support organization responsible for delivering dependable technology assistance across a large, diverse portfolio of brands. The service desk operates in a collaborative, customer-focused environment where technicians work together to resolve user issues, maintain productivity, and create a positive support experience.

This team values responsiveness, clear communication, practical problem-solving, and continuous learning. The position offers exposure to a broad range of users, devices, applications, and support situations, making it a strong opportunity for an experienced Level 1 technician who wants to continue developing toward Level 2 support or another internal IT specialty.

What's In Store For You

Six-month contract-to-hire opportunity.

Standard schedule of 8:00 AM to 5:00 PM.

Fully onsite position in Charlotte, North Carolina, five days per week during the contract and after conversion.

Direct exposure to a wide range of desktop, hardware, access, and end-user support issues.

Opportunity to grow into Level 2 support or pursue advancement within other internal IT teams.

Streamlined interview process consisting of one virtual interview with the hiring leaders.

How You Will Make An Impact

Serve as an initial point of contact for employees requesting technical assistance by phone, ticket, or in person.

Manage an active support queue while accurately recording, prioritizing, updating, and closing incidents.

Diagnose and resolve Level 1 and Level 1.5 issues involving desktops, laptops, printers, Microsoft applications, user accounts, connectivity, mobile devices, and communication tools.

Perform password resets and basic user or computer administration through Active Directory.

Use internal documentation, knowledge articles, and available technical resources to troubleshoot issues efficiently.

Escalate unresolved incidents to Level 2 technicians or specialized IT teams with complete and useful documentation.

Help users understand self-service options and practical steps for avoiding recurring issues.

Contribute to knowledge base articles and support documentation.

Follow established IT security practices, service procedures, and escalation standards.

Maintain a professional, patient, and customer-focused approach during every interaction.

Do You Bring Proven Success in Help Desk and Desktop Support?

At least two years of professional, hands-on Help Desk, Service Desk, Desktop Support, or IT Support experience.

Experience supporting users through phone, ticket, and in-person channels.

Working knowledge of Windows 10 or Windows 11.

Experience troubleshooting desktops, laptops, printers, peripherals, software, and basic connectivity issues.

Hands-on experience with Active Directory, including password resets and basic account administration.

Experience working in an IT ticketing or service management platform.

Familiarity with Microsoft Outlook, Word, Excel, PowerPoint, and other commonly used workplace applications.

Basic understanding of TCP/IP, Wi-Fi, and network connectivity.

Strong written and verbal communication skills.

Patient, empathetic, and professional customer service approach.

Ability to prioritize multiple incidents and work effectively in a fast-paced support environment.

High school diploma or GED required; additional education in information technology or a related field is preferred.

Ability to lift or move computer equipment weighing up to 25 pounds.

Ability to work onsite in Charlotte, North Carolina, five days per week.

CompTIA A+, ITIL, or a comparable support certification is preferred but not required.